Training & Development

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...

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...

As the COVID-19 pandemic brought the world to a halt, supply chains everywhere felt the pain. A shortage of truck drivers, decreased port access,...

Not all roads to WFM Training follow the same path. Here is some information to help you understand the characteristics and the differences amongst...

Virtual training is here to stay! With many contact centers going hybrid or staying fully remote, how do you ensure training keeps people engaged,...

My first professional exposure to contact centers came in 2005, and it didn’t take long to fall in love with the industry. The pace,...

The COVID-19 pandemic did disrupt the old normal of grabbing coffee and rushing into the office. Today it’s more like hitting the alarm and...

This month, our blog readers were interested in a variety of topics affecting their centers. Leslie discusses the skill that is of the utmost...

One of the key missions of banks is to help their customers understand their finances, and the choices and the products and services available,...

Promises are the most personal and binding of commitments, and therefore are to be made carefully, kept fully, and broken only in the most...

It’s time to staff up for the holidays! Yes, it’s hot out there. But contact center managers know that winter is around the corner...

2022 has been a pivotal turning point in the age of sales, risk, and technology. Traditional business-to-business (B2B) selling strategies, through inside contact centers...

I have spent many hours in Contact Centers of varied shapes, sizes, and purposes - both premise-based and remote. At times, I have been...

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...

Since the passage of the Americans with Disabilities Act (ADA) in 1990, employers, like contact centers, (known as “covered entities” under the law), have...

Today’s model for training, educating, and preparing our workforce is broken. The rapid acceleration of technology and changing workforce calls for something new. Workers...

The idiom The New Broom Sweeps Clean is great for the New Year since it essentially means to get rid of the old and...

Throughout October, our blog readers have been looking to the future! Our top 5 posts this month focus on learning from the past and...

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...