Verint CX Automation
How to be Great in Workforce Management

How to be Great in Workforce Management

Not all roads to WFM Training follow the same path. Here is some information to help you understand the characteristics and the differences amongst them. I. VENDOR TRAINING “An investment in knowledge pays the best interest.” —Benjamin...
Making Virtual Training Engaging

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, encourages interactivity, and effectively improves their skills? To find out,...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

Starting off our Top 5 Blog Posts in April, in honor of CCP's 15th Anniversary, Verint reflects on the evolution in customer interaction over these past 15 years. Next, Elaine shares her insights into...
A Conversation on Coaching and Training

A Conversation on Coaching and Training

As a call center coach and trainer, I have had the honor of meeting, talking to, and sharing insights with and learning from many other industry professionals. No matter what type, function, size, or...
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...
Keeping The Customer Promise

Keeping the Customer Promise

Promises are the most personal and binding of commitments, and therefore are to be made carefully, kept fully, and broken only in the most extenuating cases and with thorough explanations. So, when a company, its...
How to Make Holiday Hires More Productive

How to Make Holiday Hires More Productive

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 and what these holidays mean in their business: call volume...
Call Center Training in the New Era

Call Center Training in the New Era

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 running to your work desk to log in to take...

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...
How Strong is Your Call Center Foundation

How Strong Is Your Foundation?

I am a huge proponent of teaching all of our frontline leaders about contact center management foundations—those principles that factually define our organizations. These are the keys that unlock the “why” behind most of...
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...
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...
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...
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,...
Outgrowing Contact Center Growing Pains

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 children. It is also a reference to experiencing challenging and...
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...
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...

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...
Avoiding Agent Underhiring and Undertraining

Avoiding Agent Underhiring and Undertraining

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, challenges, and mission piqued my curiosity and inspired me to...
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...
Contact Center Pipeline Blog