Development


Five Reasons You Are Probably Missing the Greatest Opportunity in Our Industry

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

People Development


How to Make Remote Training Work for New-Hires

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


How to Retain and Engage Your Best Agents

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

People Development Culture


The Importance of Soft Skills Training Beyond the Pandemic

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


Upskilling the Contact Center Workforce

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


Don't Reduce People to Numbers… or Should You?

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

People Development COVID-19 Agent Motivation


The InsideOut Approach: Three Ways Managers Can Improve a Contact Center Culture

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

People Development COVID-19 Agent Motivation


Inside View: Televerde’s Prison Workforce Development Program

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


Are Microskills the Key to Surviving the Bots?

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


The Making of a Contact Center Superagent

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


Inside View: Suzette Robinette, Hiway Federal Credit Union

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


Continuous Learning in an Age of Continuous Turnover

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


Three Ways Contact Center Staffing and Training Has Evolved

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.

People Development


A Q&A with the Contact Center Virtual Summit’s Jim Rembach

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.

People Development White Papers


Tips and Techniques for Coaching Success

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

People Development


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