AI is taking on transactions formerly done by tier 1 agents, and agents are now moving up to tier 2 customer interactions.

The conversation running in my head kept me from listening to what the agent said.

To become the best version of yourself, the most empathetic version, the most compassionate and kind version—takes work!

Developing skills takes time and continuous effort and can never be obtained from attending a workshop, in-person or virtual.

Injecting more than the usual amount of knowledge checks into the middle of presentations helps to keep the class engaged and makes learning a two-way exchange of information.

How you treat your best employees during a downturn will influence whether you retain them when times get better.

51% of employers don’t offer soft skills training or training that teaches essential communications skills. COVID-19 is giving businesses a reason to ramp up this training.

In the midst of the coronavirus pandemic, it is vital for contact center leaders to step back and think strategically about how to position their people, channels, technology and practices for the...

When agents feel like they are capable of doing the work, because they have the numbers to prove it, they perform beyond expectations.

Even when your agents know what to do, they still want to receive more constructive feedback.

Not everybody is ready to face themselves and to move beyond the things that got them incarcerated in the first place. But many people are, and Televerde gives them that chance.

A human can acquire a small skill much faster than a bot can. Humans are more adaptable and can infer better, and this is the key.

As self-service channels prove increasingly capable of handling basic transactions, the types of contacts that require human intervention are growing more complex.

Focus on the experience the member is having with your company. Put yourself in their shoes and make it an experience that you’d want to have if you were that customer.

We need to move the conversation about learning away from its role in onboarding and instead focus on support throughout the entire agent experience, from their first day forward.