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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...

Differentiate Your Brand Through Proactive Customer Service

Every person with purchasing power can be turned into a loyal customer, but it needs to start with the customer experience. An all-too-frequent scenario...
Disaster Training Plan for the Contact Center

Planning for Disaster: 5 Tips for a Bulletproof Virtual Training Plan

Nothing can short-circuit an online class faster than “technical difficulties.” I’ve seen so many talented facilitators prepped and ready to deliver their carefully planned...