#2 Posted: 1 May 2008 13:20
The trend from call center consultant is to use agent self training with recordings. Basically the consultants puts in a call recording system, that the agent has access to their call recordings. Then the agent listens to how they are handling a call, the desire to self improve is greater when listening to their own voice.
To test the above, try it with a few of your agents as a hosted solution, and only pay on a per minute basis or .03 cents. If you see improvement within a month, start rotating your agents on and off as needed.