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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...

The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers

Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are signing up for a...

Top 5 Posts in May

Despite a lot of industry conference activity in May (or possibly because of), Pipeline readers found the time to read about contact center cost...
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...
How to Build a Great Culture

Contact Center Pipeline Magazine: Inside Our July 2016 Issue

I have always enjoyed reading articles about high-performing contact centers, and over the years at Pipeline, we've published quite a few as well. One...
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...
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