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Call-Center-Inside-View-Feature

Inside View: C3 | CustomerContactChannels

The senior population has been a fast-growing customer segment since the first wave of baby boomers turned 65 in 2011. This year, the number...
5 Ways to Get More Out of Your Contact Center Agent Training

5 Ways to Get More Out of Your Agent Training

When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate training is imperative for success. Unfortunately, making time for agent...
Contact Center Training Vs Skills Development Survey

Training Vs. Skills Development

In the Contact Center Challenges & Priorities Report released last month, contact center leaders revealed that one of their top priorities for 2016 is...
Provide Call Center Staff Training in Customer Privacy Practices

Provide Staff Training in Customer Privacy Practices

With customer loyalty and profitability at stake, it’s important to have sound policies in place for managing and safeguarding customer information. Make sure that...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in April

In early April, interest in agent development rose to the top of the charts on the Pipeline blog—from insights about ensuring that the right...
Call Center Training ROI

Call Center Training ROI

Which types of contact center training produce the best ROI? In our recent Contact Center Training Special Issue, we asked experts from the leading...
Basic Training for New Team Leaders

Basic Training for New Team Leaders

“Congratulations! You have been promoted to acting supervisor.” It was 1993 when my manager pulled me aside and gave me the good news. I...
Contact Center Training Survey Announcement

Who Receives Training in Your Contact Center?

More organizations are focusing on employee learning and development as a critical component for building employee engagement and a successful culture. What does this...