AI is taking on transactions formerly done by tier 1 agents, and agents are now moving up to tier 2 customer interactions.
People Development
The conversation running in my head kept me from listening to what the agent said.
People Development
To become the best version of yourself, the most empathetic version, the most compassionate and kind version—takes work!
People Development
Developing skills takes time and continuous effort and can never be obtained from attending a workshop, in-person or virtual.
People Development
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.
People Development COVID-19
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.
People Development
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...
People Development
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.
People Development
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.
People Development
As self-service channels prove increasingly capable of handling basic transactions, the types of contacts that require human intervention are growing more complex.
People Development
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.
People Development
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.
People Development