Training & Development

The world of contact center training is complicated. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the...

As a trainer, I’m usually good at reading facial expressions and body language to determine if someone is getting the point or needs a...

In the mad scramble to move more than 90% of our nation’s contact center agents to work at home, the focus was on technology—keeping...

Contact Center Pipeline’s AUTHOR WALL OF FAME Mike Aoki is President of Reflective Keynotes Inc., a Canadian training company that helps contact centers improve their sales...

Frontline agents are under pressure to perform in a role that has become increasingly challenging due to more complex products and services, constantly updating...

Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation...

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...

The idiom “fine art” (first half of the 1800s) is defined in the “American Heritage Dictionary of Idioms” as “something requiring highly developed techniques...

Nothing can short-circuit an online class faster than “technical difficulties.” I’ve seen so many talented facilitators prepped and ready to deliver their carefully planned...

“They are just temps,” said one contact center manager describing his seasonal agents. “They will be gone in a couple of months!” That condescending...

David Merrill, renowned educator and coauthor of Reclaiming Instructional Design, defines instructional design as a “technology that incorporates known and verified learning strategies into...

Training and coaching are two different approaches, but people often use the words interchangeably—and even worse, they use the tactics interchangeably. Let’s clarify our...

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...

Education expert Bernard Bull once said, “In order to create an engaging learning experience, the role of the instructor is optional, but the role...

Chris Shortall is Vice President, Store Communications and Contact Center Operations at Destination XL Group. Chris does a wonderful job of explaining how their...

One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical...

In the Contact Center Challenges & Priorities Report released last month, contact center leaders revealed that one of their top priorities for 2016 is...

When I managed the call center training department at a major wireless phone company, we invested six weeks in our new-hire training and coaching....

I am a huge proponent of teaching all of our frontline leaders about contact center management foundations—those principles that factually define our organizations. These...

I remember my first day as an agent at a major phone company. It was at the start of my working life. I was...