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.

A strong curriculum that allows people to grow their skill set is a value-add for entry-level employees who are focused on professional development.

When you take into consideration the learning options for people, the cost, the time they require to be offline from work or away from home, a virtual conference makes total sense.

Coaching must be a back-and-forth dialogue between the supervisor and agent to come up with a solution.

We are now in a social environment in which conversation has morphed into text messages, social media postings, photos and “emojis.”

Smart employee engagement strategies focus on whether employees have emotional ties to their job.

Passion for people is the hallmark that differentiates a great coach from a good or average one.