Training Call Center Frontline Leaders for Customer Service

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 “landed” in the job. Few opportunities exist to get call...
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...
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...
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...
Training Social Care Agents

Coaching and Training Social Care Agents

If your contact center is among the many that are considering adding social media to the channel mix, one of your top considerations will be how to staff this highly visible medium. Whether you decide...
Avoid supervisor training failure

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 promoted. Only 24% have a formal training program developed with...
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...
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...
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...
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...
Training Budget Part2

More Tips to Maximize Your Training Investment

In my previous post, I offered five tips to stretch your training dollars and do more with less. The following are five more ideas that can help you make a bigger impact with training,...
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...
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 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...
Contact Center Pipeline Blog