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    2. Posts tagged: Development

    Employee Performance: Maximizing Average Performers

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

    March 16, 2012
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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,…

    March 13, 2012
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    • Do You Foster Lifelong Learning in Your Contact Center?
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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…

    March 13, 2012
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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…

    March 13, 2012
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    Which Is It … Supervisor or Super Agent?

    Contact Center Supervisors are the first tier of management at the front line of the Customer Experience. But are they…

    March 7, 2012
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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…

    March 7, 2012
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