According to call/contact centre training experts, most contact centre staff today are not trained properly. Practices such as in-depth training, refresher training and empathy training are falling by the way side even though case studies show that such training can improve efficiency and cut call times.

In the current climate, lack of training is more a method of saving money than choice. However, I’m sure many people would agree that some in-depth empathy training could go a long long way – give them a helping hand!