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Continuous Learning in an Age of Continuous Turnover

Remember your driver’s exam? It’s been a while, but it likely went something like this: You read the driver’s handbook and memorized the rules...
Managing Attrition in a Strong Economy

Managing Attrition in a Strong Economy

According to the Bureau of Labor Statistics, the current unemployment rate is the lowest in 48 years. When the economy is strong and contact...
Call-Center-Inside-View-Feature

Inside View: TeleTech Learning and Performance

In contact centers, the first 90 days is known as the critical make-or-break period for new agents. New-hires can quickly be overwhelmed with information...
Five ideas for new hire training in call center

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....
Video interview with Stacey Swim, Contact Center Manager for Unum Insurancevideo

Executive Talk: Stacey Swim, Unum Insurance

Unum Contact Center Manager Stacey Swim has 29 years of customer service experience, spanning the Insurance and Financial Services Industries. She has spent most...
Five Tips to Improve Employee Engagement During New-Hire Training in the Call Center

5 More Tips to Boost Engagement During New-Hire Training

In my last post, I offered five tips to reduce your new-hires’ training jitters, while increasing their knowledge retention and engagement. The following are...
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...