Tag: agent training
Beware Healthcare… Your Access Center May Be at Risk!
Contact centers are among the fastest-growing segment in the healthcare industry. Since the 1990s, hospitals have been consolidating and forming “systems.” These systems have...
Why Hiring, Training and Recruiting Is Still a Challenge for Contact Centers
In late 2017, ICMI surveyed the contact center community to ask about their challenges for the year ahead. What came out on top? Hiring,...
Quick Tips to Help Call Center Agents Survive in 2018
I read countless articles on how to reduce stress in the call center and often wonder, “Why is the contact center environment so traumatic?”...
Are You Protected? Why Every Contact Center Needs Social Engineering Training
Imagine there is an angry customer calling your contact center. They threaten to cancel their service. They provide their name and mailing address, but...
Inside View: C3 | CustomerContactChannels
The senior population has been a fast-growing customer segment since the first wave of baby boomers turned 65 in 2011. This year, the number...
5 Ways to Get More Out of Your Agent Training
When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate training is imperative for success. Unfortunately, making time for agent...
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...
Provide Staff Training in Customer Privacy Practices
With customer loyalty and profitability at stake, it’s important to have sound policies in place for managing and safeguarding customer information. Make sure that...
The Top 5 Posts in April
In early April, interest in agent development rose to the top of the charts on the Pipeline blog—from insights about ensuring that the right...
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...
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...
