Development


Inside View: Nate Brown, UL EHS Sustainability

People are hungry to find ways to be helpful and to serve one another better, whether it’s their customers, family members or fellow employees.

People Development


12 Tips to Find Time for Coaching

Invest in your team’s skills so that your agents can provide a better customer experience.

People Development


Turn Your Order Desk into an Inside Sales Team

The conversion from order-taker to salesperson is not that easy. Nine tips to successfully transition your agents from a reactive to a proactive role.

People Development


Ready to Promote Your Star Agent to Supervisor? Not So Fast

Create a game plan for assessing supervisor candidates and providing support after promotion.

People Development


Inside View: Adriana Thompson, Buildasign.com

Fill your skills toolbox. Be humble and be open to feedback so that you can keep learning.

People Development


Inside View: Kayla Adair, DiCentral Corporation

Just knowing that you’ve made someone’s day or helped them with an urgent request, it’s much more rewarding than most people would expect.

People Development


Customer Contact Channels

In a hectic contact center environment, the urge for speed can be compelling, but elderly callers value patience, respect and a friendly attitude above all.

People Development


Inside View: TeleTech Learning and Performance

Most programs utilize role plays or fishbowl scenarios in which a new-hire participates in a mock call using a script in front of a training class. It doesn’t give you the real job shock of talking to a customer.

People Development


Growing Leaders

This entry of new technology into the workforce will be as dramatic and painful as the shift that took place during the Industrial Revolution.

People Development


PACE: Changing with the Times

PACE stands alone as the only trade association that provides advocacy, compliance, education and networking to the contact center industry.

People Development White Papers


Mastering the “Fine Art” of Conversation in a Digital World

People need to engage on a human level to grow conversational skill, which is more an art than a science.

People Development


What the Frontline Supervisor Survey Says

More than half of the supervisors out there in our contact centers have been provided a trace amount or no leadership training. If any data point screamed “Fix Me!!” in this survey, this is it.

People Development Research


Ethical Upselling

Fulfilling identified customer needs, clearly outlining fees and mentioning any restrictions builds customer trust. It also increases the likelihood of repeat business and referrals.

People Development


Inside View: Kristine Hartkopf, Freeman

I realized that a truer sense of leadership is getting to know people on a deeper level and finding out what is meaningful to them.

People Development


Inside View: DAT Solutions

We can train the technical skills and we can train agents to navigate our products and services, but we can’t train someone to have a serviceoriented attitude and passion for helping customers. That is the core of what we do.

People Development People management


 

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