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…
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…
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…
Employee Performance: Maximizing Average Performers
Reward and recognition, merit pay allocation, promotions — programs like these are usually designed to reward your Superstars, those employees…
Debt Collection
Some companies view collectors as a necessary evil, like the Hunchback of Notre Dame. “Yes, we have them, but they’re…
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…
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,…
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…
Coaching Frontline Leaders
The ability to provide world-class contact center service is directly linked to employees with the right attitude, skills and motivation…
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…
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…
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…
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…
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…
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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