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...
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...
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....
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...
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...
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...
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,...
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...
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...
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...
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...
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....
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...
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...
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...
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...
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...
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...
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...
