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 training doesn’t always seem possible. Contact centers are notorious for...
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 to improve training, focusing on the amount, content and/or the...

Four Proven Practices to Elevate the Impact of Your Online Training

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 our agents online, connected and maintaining service continuity. The next...

Top 3 Trends for the Future of Contact Center Training

The world of contact center training is complicated. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the best possible training program tailored to the training class and...
Kathleen Peterson, April 2020 Author Wall of Fame

Meet Mike Aoki: Our August 2020 Wall of Fame Honoree

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 and customer experience results. Area of Expertise: Training contact center agents to...
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 was thrilled at the chance to lead a contact center...

How to Make Remote Training Work for New-Hires

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 break before explaining the next concept. Our face-to-face new-hire training...
Contact Center Technology and Omnichannel Success

Training vs. Coaching: Which Is Better?

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 terms. To train means to provide the learner with the tools...
5 best practices for designing a contact center agent training program

5 Best Practices for Designing a Successful Training Program

David Merrill, renowned educator and coauthor of Reclaiming Instructional Design, defines instructional design as a “technology that incorporates known and verified learning strategies into instructional experiences which make the acquisition of knowledge and skill...
Training Budget

Get the Most Out of Your Training Budget

Training can be one of the biggest costs in any contact center. If you take several hundred (or thousand) agents and multiple that by the number of new things they need to learn each...
5 elements of contact center virtual training

5 Elements of a Successful Virtual Training Model

Education expert Bernard Bull once said, “In order to create an engaging learning experience, the role of the instructor is optional, but the role of the learner is essential.” A massive increase in online...
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 contact center training providers for their views. Here is what...
Why Training Matters

Why Training Matters: Linking Training Program Success to Larger Company Goals

Wait a minute, if it’s 2015, shouldn’t we have flying cars by now? Much to the disappointment of Marty McFly from “Back to the Future,” I’m sure, there are lots of things we haven’t...
Five ideas for new hire training in call center

5 Ideas for Effective New-Hire Training

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. That investment in training paid off in improved agent performance....
Building Your Contact Center Training Team from the Ground Up Thumb

Building Your Training Team from the Ground Up

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 that those interacting with customers possess and maintain a solid...
Training Aligned

Is Your Contact Center Training Aligned with Organizational Goals?

It’s an unfortunate reality in many companies that staff development becomes an easy target anytime the budget needs to be tightened. Once training resources are cut, they’re often among the last to recover. Does...
Mastering Conversation in a Digital World

Mastering the “Fine Art” of Conversation in a Digital World

The idiom “fine art” (first half of the 1800s) is defined in the “American Heritage Dictionary of Idioms” as “something requiring highly developed techniques and skills.” Conversation certainly qualifies as “fine art.” Unfortunately, it appears...
Irate Caller

Dealing with Irate Callers: How to Prepare Your Agents

Dealing with irate callers can wear down even the most motivated agent. That can result in burnout or turnover. Since the cost to hire and train a replacement is high, it is better to...
Executive Talk Interview with Chris Shortall

Executive Talk: Chris Shortall, Destination XL Group

Chris Shortall is Vice President, Store Communications and Contact Center Operations at Destination XL Group. Chris does a wonderful job of explaining how their contact center supports their mission to provide better merchandise, better...
Training your seasonal contact center agents

The Secret to Training Seasonal Agents

“They are just temps,” said one contact center manager describing his seasonal agents. “They will be gone in a couple of months!” That condescending attitude was reflected in the seasonal team’s environment. They were...
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