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...
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...
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...
Ongoing Frontline Training

Do Frontline Agents Receive Enough Ongoing Training?

We asked that question in a recent poll on Contact Center Training. The majority (84%) of participating contact centers reported providing ongoing training for frontline staff. Of those, 71% said they provide up to...
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 trend mean for contact centers? Are contact centers seeing increased...
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...
Inside View Gopher Sport Contact Center

Inside View: Gopher Sport

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 for exceptional customer service. As a leading supplier of sports,...
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...
align frontline training with QA

How to Align Frontline Training with QA Results

As more organizations turn to customer experience as a competitive differentiator, contact centers must ensure that staff are fully prepared to drive customer-centric goals. So how can contact center managers more effectively tie QA...
Management Training: Keeping Pace with Change

Management Training: Keeping Pace with Change

New technology, emerging channels, social media and rising customer expectations are all transforming the customer care environment. In our recent Contact Center Training poll, 61% of organizations provided ongoing training for supervisors, and just...
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...
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...
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 of seniors topped 50 million, and the U.S. Census Bureau...
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...
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...
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....
Five Tips to Improve Employee Engagement During New-Hire Training in the Call Center

5 Tips to Improve Engagement During New-Hire Training

I remember my first day as an agent at a major phone company. It was at the start of my working life. I was nervous. I had no idea what to expect for my...

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...
Disaster Training Plan for the Contact Center

Planning for Disaster: 5 Tips for a Bulletproof Virtual Training Plan

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 content—only to lose control of the classroom due to a...
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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