Development

Featured

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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Featured

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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Training & Development

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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Training & Development

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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Customer Engagement

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…

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Training & Development

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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