Training & Development

Live Chat Vs. Phone Agents: How to Find Top Performers at Scale

More and more consumer interactions are going to online channels, making live-chat support the fastest-growing business segment for contact centers…

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Keep the Ball Rolling!

The expression keep the ball rolling is an American variation of an older British expression keep the ball up, which…

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Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness

Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact…

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The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers

Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are…

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Boost ROI by Enhancing Agent Performance

An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call…

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TRAINING VS. COACHING: WHICH IS BETTER?

“To determine whether your employees are lacking from training or coaching, the first step is to assess where they are…

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The Secret To Training Seasonal Agents

“Seasonal agents may go on to become permanent, full-time agents. Properly treated, they may also become customers and cheerleaders for…

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5 Elements Of A Successful Virtual Training Model

Education expert Bernard Bull once said, “In order to create an engaging learning experience, the role of the instructor is…

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Decrease Attrition Through Training Done Right

While training is a top 2016 priority for contact center managers, a recent study finds that the type and frequency…

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Middle East CX Conference 2015 Countdown Newsletter

After one of the slowest and hottest regional summers on record, most organisations are now back into their business groove…

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Training: The Times, They Are Changing

The times, they are definitely a-changin’ for the call center business. Never before has this industry experienced such a convergence…

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Are You Ready For A Performance Management Tool?

How would your contact center rate its performance management? Have you brought the right combination of people, processes and technology…

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The Science Of Hiring The Right Agents

A customer’s initial and often lasting impression of a company’s brand is formed by his or her interaction with a…

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Three Keys for Improving Agent Performance with Gamification

MORE AND MORE enterprises have experienced how gamification stimulates a friendly competitive spirit and positively reinforces staff to achieve higherquality…

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Getting Top-Level Support for the Contact Center

Over the years, I’ve had the chance to speak with many world-class service providers—companies that are recognized as leading service…

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The Value of Training

It’s an unfortunate reality in many companies that, anytime the budget needs to be tightened, staff development becomes an easy…

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Employee Performance: Maximizing Average Performers

Reward and recognition, merit pay allocation, promotions — programs like these are usually designed to reward your Superstars, those employees…

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Debt Collection

Some companies view collectors as a necessary evil, like the Hunchback of Notre Dame. “Yes, we have them, but they’re…

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Team Leader Training – 10 skills new team leaders need to know.

“Congratulations! You have been promoted to acting supervisor.” It was 1993 when my manager pulled me aside and gave me…

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Do You Foster Lifelong Learning in Your Contact Center?

How does lifelong learning translate into the contact center? In an ideal world, a lifelong learning environment would afford agents,…

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Keep Your Frontline All-Stars Productive

I have a confession to make. I made a huge mistake. It happened 12 years ago, when I managed the…

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Coaching Frontline Leaders

The ability to provide world-class contact center service is directly linked to employees with the right attitude, skills and motivation…

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Employee Performance: Focus on Your Superstars

Every manager holds a quiver full of beliefs about how to manage and develop their team. They work to get…

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New-Hire Training: Simulate a Real-World Experience

Prepare new-hires for life in the call center by replicating the true work environment during the initial training phase. I…

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Employee Performance: Managing the Bottom 10 Percent

Last time we examined the best of employee performance — how to polish the shine on your high- performers and…

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Here’s What I Can Do Now …

Let’s get right to it … Vocabulary is a key player when it comes to Customer Care. Choosing the best…

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Audit Your New-Hire Training Program

Like death and taxes, we can’t escape the need for new-hire training in the contact center. New reps have to…

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Four Trends Driving Training Value

A new vision for training groups in 2010: Focus on skills and opportunities to help contact centers grow the bottom…

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How to Measure Supervisor Performance

Move beyond team averages to address the behaviors and skills that drive employee and customer satisfaction, and business results.

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