Tag: training
The Four Most Important Skills for Leading Hybrid Teams
The Covid-19 pandemic created significant shifts in how we work. As businesses scrambled to set up employees to work from home, there was little...
Meet Mike Aoki: Our August 2020 Wall of Fame Honoree
Contact Center Pipeline’s
AUTHOR WALL OF FAME Mike Aoki is President of Reflective Keynotes Inc., a Canadian training company that helps contact centers improve their sales...
After the Pandemic: How to Bring Back the Contact Center
The coronavirus (COVID-19) pandemic has caused unprecedented disruption across nearly every line of business, and contact centers are no exception. In times like these,...
Nothing Ventured, Nothing Gained
You can’t get anywhere unless you’re willing to take a risk. Nothing ventured, nothing gained. “This idiom dates back to Chaucer (c. 1374) and...
Inside View: Televerde’s Prison Workforce Development Program
Ashley Cruz was just 21 years old when she was incarcerated at Perryville Correctional Facility in Arizona. She was a mother with two young...
Are Microskills the Key to Surviving the Bots?
As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our...
Contact Center Challenges and Priorities for 2020
We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. While I encourage you...
Coaching Automated: Improving Agent Engagement Pays Off
When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates...
Contact Center Executive Outlook on 2020 and Beyond
Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50. That certainly...
Turnover… But Not the Good Kind
The word “turnover” can make either your mouth water or your head hurt. Blueberry turnovers are one of my favorite sweets in the summer…...
Top 5 Posts in February
February may have been short on days, but it wasn’t lacking useful content for running your contact center operation. Popular posts in the past...
Inside View: Gopher Sport
Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation...
Trends in Healthcare… Some May Surprise You
In June, I attended the Healthcare Call Center Times Conference in Pittsburgh. It is always a well-attended event with great speakers and attendees of...
Four Best Practices for Onboarding New Contact Center Employees
Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Compounding...
Top 5 Posts in May
May has always seemed like a really packed month to me. There is so much going on—graduations, weddings, conferences, Mother’s Day, Cinco de Mayo,...
Inside View: Kayla Adair, DiCentral Corporation
A crucial part of every company’s sales and service process takes place behind the scenes where a team of talented professionals helps to make...
Top 10 Posts of 2017
The end of December is a great time to reflect on the past year. It's also a time when I like to dip into...
Joy to the World… 10 Wishes for 2018!
Happy Holidays! I am taking some idiom liberties in this last month of 2017. “Joy to the World” isn’t exactly an idiom, but it...
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...
Mastering the “Fine Art” of Conversation in a Digital World
The idiom “fine art” (first half of the 1800s) is defined in the “American Heritage Dictionary of Idioms” as “something requiring highly developed techniques...
