Innovative Training for the Contact Center
Frontline agents are under pressure to perform in a role that has become increasingly challenging due to more complex products and services, constantly updating...
How to Efficiently Maximize Contact Reach
As soon as 9 am came around, my palms felt sweaty and there was an unease in the pit of my stomach. Because that...
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...
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...
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...
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...
The Re-Invention of the Telephone Center
“Change is the only constant in life.”
—Heraclitus
The above age-old adage came...
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...
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...
Conversation With the Coach
Mark Pereira is one of Contact Center Pipeline’s most prolific contributors. And for good reason. The author of our “Coach’s Corner” column, along with...
Upleveling Contact Center QM to the Analytics Age
Exceptional customer experiences (CXs) are critical to short- and long-term business success. Because of this, it’s instrumental to have a detailed understanding of what...
Making Virtual Training Engaging
Virtual training is here to stay! With many contact centers going hybrid or staying fully remote, how do you ensure training keeps people engaged,...
Avoid Supervisor Training Failure
What is your training plan for a new supervisor? According to a study by Benchmark Portal, 33% of new supervisors receive no training when...
Remotely Engaging
The technology and best practices for contact centers have rapidly changed over the years. And one of the biggest was the rapid shift of...
Turn Training into a Competitive Advantage
Consumer choice in every single industry is at an all-time high, which means customer experiences are now where business is won and lost for...
Coaching Security and Compliance
A call comes into my line at 5:50 pm, just 10 minutes before the call center closes, I do my greeting, and the caller...
Tuning the CX Engine
Contact centers are the engines of the customer experience (CX). They move the CX forward with skilled agent drivers at the wheels guiding the...
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...
Outgrowing Contact Center Growing Pains
Most of us understand the idiom “growing pains” as it relates to the stresses of actual physical human growth in ourselves and/or in our...
Training Frontline Leaders
There are hundreds of thousands of us working in supervisory and management positions in contact centers… and the truth is, most just sort of...
