Training & Development

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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