Feeling just a bit challenged with agent training and hiring these days? Check out our articles this month. We address how to boost training effectiveness through gamification, interactive training techniques, meeting the new WFH environments, avoiding common learning and development mistakes and WFM training. It is time to adapt our training and hiring to our remote situation and our authors have some good advice for us this month. You will also find articles on hiring, the role of service level, managing the new normal workforce, as well as a sneak peek inside TD Bank’s new financial wellbeing program.
Enjoy the issue!
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Walking the Walk: TD Bank’s New Financial Wellbeing Program
By Brendan Read
TD Bank’s new training program helps its contact center agents achieve their financial goals.
How to be Great in Workforce Management
By Tiffany LaReau
Three approaches to training.
Back to School…
By Kathleen M. Peterson
Time to Review the Role of Service Level.
Disruptive Disruptors Disrupting
By Paul Stockford
Leveraging artificial intelligence (AI) to solve today’s customer and employee experience challenges.
LEARNING AND DEVELOPMENT
Avoiding 5 Common L&D Mistakes
By Sharon Oatway
Contact centers must watch for delivery, content, competency, reinforcement, and effectiveness.
Transforming Talent Management at Home
By Paul Noone
Applying intelligent hiring, automated QM, and agent assist solutions for WFH agents are key.
Making Virtual Training Engaging
By Mike Aoki
How to ensure this essential training technique is interactive and effective.
Call Center Training in the New Era
By Mark Pereira
Onboarding and managing agents in the new normal may mean changing training methods.
Avoiding Agent Underhiring and Undertraining
By Brent Holland
How job misspecifications undermine worker well-being and contact center performance.
How to Create a Brighter Future for Agents
By Tom Goodmanson
Guiding principles for leading change in the contact center.
Opportunities Amidst the Challenges
By Sangeeta Bhatnagar
Gamification, practice, diverse environment, and listening to agents boost training effectiveness.
Managing the New Normal Workforces
By Brendan Read
Automation, new channels, WFH, and the Great Resignation are shaping workforce management.
A heartfelt thanks to our authors this month for sharing their insights and wisdom: MIKE AOKI, SANGEETA BHATNAGAR, TOM GOODMANSON, BRENT HOLLAND, TIFFANY LAREAU, PAUL NOONE, SHARON OATWAY, MARK PEREIRA, KATHLEEN M. PETERSON, BRENDAN READ and PAUL STOCKFORD.
A special thank you to all our Sponsors: 2Ring, AirCall, Briggs Consulting International, Calabrio, Centrical, Cognigy, eGain, Human Numbers, Khoros, NetHawk, NICE CXone, PowerHouse, Procedure Flow, RingCentral, Scorebuddy, Strategic Contact, Text Expander, ThomsonReuters, WFH Alliance and Verint.
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