Quality Contact Solutions

MARCH 8, 2021

Ryan Apodac, Trainer Understanding how to deliver training virtually is more relevant now than ever before. With more employees working remotely, we spruced up and added a few more helpful nuggets to this post to share with our readers. Since 2011 Q uality C ontact S olutions has delivered training in a virtual environment.

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Best practices Telemarketing Coaching outsourcing 95

CX Global Media

NOVEMBER 6, 2018

Virtual Boot Camps provide a hands-on and action-based way for contact supervisor training to be more engaging and fun for the learner – and significantly more affordable than any other boot camp method. As the only provider of virtual boot camps in the industry Call Center Coach is disrupting the old call center school thinking.

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Contact Center Coaching Call Center Employee engagement 120

Integrity Solutions

SEPTEMBER 1, 2020

In the past, getting top-level buy-in for virtual training was often an uphill battle. It wasn’t easy to convince leaders that training, particularly in soft skills areas like sales and service, could be conducted effectively without everyone being in the same room together. But with virtual, it’s built in.

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Sales Best practices Personalization Surveys 120

Vistio

MARCH 11, 2024

If you work in a contact center, you know just how crucial a well-trained agent can be. Whether your agents are in sales, customer service, or any other client-facing role, the success of your business often hinges on the effectiveness of your agent’s training. Evaluating the Effectiveness of Your Agent Training Programs 1.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

BlueOcean

OCTOBER 22, 2020

The key, of course, was that everything, including agent training, had to pivot to a virtual environment. Before the pandemic, we at Blue Ocean had conducted less than 10% of our frontline training in a fully remote model. It’s been a wild ride, but we successfully pivoted to 100% remote training for our operations.

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Contact Center Virtual Agent Best practices Personalization 62

ScreenSteps Call Center

JANUARY 14, 2021

Have you noticed that your virtual trainings haven't gone quite as well as your classroom trainings did? And when reps get on the call with an actual caller, they're either getting physically ill or going completely blank — like they haven't just spent 6 weeks in training?

Call Center 71

Call Center 71

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

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CSM Magazine

DECEMBER 6, 2023

It also requires a well-trained team that understands the value of customer success and has the skills and knowledge to deliver it consistently. In this article, we will explore why investing in customer success training is a smart decision and the benefits it can bring to your business. Let’s get started! The result?

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Fonolo

NOVEMBER 22, 2022

Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career. There’s no excuse for gaps in training or knowledge when all the information you need is just a few clicks away! Contact Center Trends 2023. Top 7 Call Center Management Courses.

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Call Center Management Benchmark Contact Center 147

Quality Contact Solutions

DECEMBER 31, 0001

When it comes to telesales best practices, evaluating your training program is typically at the top of the to-do list. Telesales training can be painful, both for the trainees and for the trainer. Primarily because the training is typically not very effective. Intersperse classroom training with hands-on practice.

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Quality Contact Solutions

DECEMBER 31, 1969

When it comes to telesales best practices, evaluating your training program is typically at the top of the to-do list. Telesales training can be painful, both for the trainees and for the trainer. Primarily because the training is typically not very effective. Intersperse classroom training with hands-on practice.

Best practices 40

Best practices Telemarketing B2B Sales 40

Toister Performance Solutions

JUNE 4, 2020

I've been getting a lot of questions about remote training. The shift to work-from-home has caused leaders to re-think how employees are trained. My experience with virtual training started in the late 1990s, and I ran my first full-time virtual training program in 2002. More on that second part in a moment.

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Personalization Best practices Technology Contact Center 62

JustCall

MARCH 9, 2023

Here’s taking a holistic look at the advantages of customer service training and why you should give it its due. Benefits of customer service training for employees Here’s how employees can benefit from customer service training. Increased confidence Trained customer service agents are more confident in dealing with customers.

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JustCall

AUGUST 8, 2023

Imagine having a virtual companion that engages students, supports learning, and fosters curiosity. Virtual tutoring can be done through chatbots or other interfaces. Through virtual assistants, it provides fast responses, explanations, and guidance. Virtual assistants can help students and teachers with immediate support.

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Education Feedback Chatbots Personalization 52

Integrity Solutions

MAY 24, 2023

What Is Sales Training? Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. And this is where sales training should spend the largest proportion of its focus. Why are you doing the training? What role will managers play?

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Sales Coaching Accountability Personalization 52

Integrity Solutions

OCTOBER 30, 2019

The question is, are sales training efforts keeping up? In the past, it’s possible that you could have gotten away with putting new salespeople through an onboarding process over the first few weeks or months, and maybe a sales training course or two, and that would be it. Sales Training and the “Soft Stuff”.

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Sales Coaching CRM Technology 74

Vistio

MARCH 14, 2024

I’ve successfully helped to train scores of new hires — many of whom became fully proficient and remained with the company for years. Never considering myself to be an expert in training I’ve often wondered if some new hires achieved full proficiency in spite of me. There are a number of issues with this classic training technique.

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Scripts outsourcing Contact Center Personalization 52

CX Global Media

NOVEMBER 19, 2018

To accomplish their organizational goals, organizations must switch from a frontline supervisor training focus to a supervisor leadership development journey that leverages a blended learning framework. Those reluctant to change want to merely adjust their training processes, instructional methodologies and existing learning technologies.

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Contact Center Coaching Benchmark Call Center 233

Integrity Solutions

OCTOBER 30, 2019

The question is, are sales training efforts keeping up? In the past, it’s possible that you could have gotten away with putting new salespeople through an onboarding process over the first few weeks or months, and maybe a sales training course or two, and that would be it. Sales Training and the “Soft Stuff”.

Sales 40

Sales Coaching CRM Technology 40

CX Global Media

JULY 17, 2018

To capture a 90% improvement and greater performance quality in supervisor skill development it requires a continuous, experiential and holistic competency-based skill development approach and the use of tools such as virtual classrooms, micro-learning, videos, blogs, boot camps, podcasts, coaching and professional communities of practice.

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Contact Center Coaching Construction Call Center 179

Global Response

OCTOBER 26, 2022

Outsourcing brings many benefits, including the delegation of costly and time-consuming efforts like hiring, training, quality assurance, and staffing, while creating the opportunity to focus your time on customer service strategy, insights, and the performance of your business. Virtual, or utilizing “at-home” agents.

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outsourcing Calibration Contact Center Call Center 62

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Not being in the same space as your agents means you have to go the extra mile to keep team communication, training, and motivation running smoothly.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Working Solutions

NOVEMBER 16, 2018

Tamara Schroer, an expert in the virtual classroom, offers a few ideas to engage remote workers in her viewpoint for TJ – Training Journal, an authority for learning-and-development practitioners. The post Virtual Education Expert Tamara Schroer Shares her Insight appeared first on Working Solutions.

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CX Global Media

JULY 17, 2018

To capture a 90% improvement and greater performance quality in supervisor skill development it requires a continuous, experiential and holistic competency-based skill development approach and the use of tools such as virtual classrooms, micro-learning, videos, blogs, boot camps, podcasts, coaching and professional communities of practice.

Contact Center 136

Contact Center Coaching Construction Call Center 136

Liveops

SEPTEMBER 27, 2018

Accelerate training readiness. Many call centers train agents on location (all the while paying agents to sit in classrooms), which results in a slower and less flexible learning process, as material must be geared to the slowest learners. What is a virtual customer service model? Mobile is where it’s at.

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Customer Care Brand ambassadors Call Center Sales 82

Quiq

MARCH 13, 2020

Virtual classrooms have been changing mainstream education for some time, but the change has been evolutionary. COVID-19 has caused massive disruption forcing colleges and universities to quickly move from traditional education and brace themselves for the transition to virtual classrooms. .

Management 56

Management Education Chatbots Government 56

Creative Virtual

DECEMBER 2, 2020

Last month I attended Gartner’s IT Symposium/Xpo 2020, EMEA which was fully virtually this year. Students and teachers will return to classrooms with a new set of technology skills. That might be providing trainings and workshops for employees to improve their stress management and emotional intelligence.

Self service 52

Self service Accountability Marketing Technology 52

Toister Performance Solutions

OCTOBER 15, 2020

The ideal first day finishes off all the legal requirements necessary to complete the hiring process, starts socializing the employee to their colleagues, and gives them a virtual or in-person tour of the workspace. I was once sent to train 100 new hires before my company opened a new location. So get that out of the way first.

Personalization 87

Personalization Accountability Feedback Management 87

Nicereply

APRIL 2, 2020

Slido is an audience interaction tool for meetings, events, and classrooms. Zoom has appeared as one of the most important tools in the fight to educate students and help businesses keep working as the outbreak of coronavirus empties classrooms and offices around the world.

Education 80

Education Call Center Accountability Customer Support 80

DMG Consulting

APRIL 11, 2022

The world has changed rather dramatically during the past year and a half, with a wide variety of activities going virtual. From virtual classrooms to the surge in e-commerce and subscription services (e.g., Intelligent Automation is Marching In. HelloFresh, Stitch Fix, Harry’s, Peloton, Netflix, etc.),

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Real estate Government Virtual Agent Contact Center 48

HGS

SEPTEMBER 30, 2015

While any standard training program can communicate information and ensure agents have the knowledge and skill set to sufficiently function in their job, there is often a level of tacit knowledge experienced employees possess, which is only gained through years of experience. The end result is a truly optimized customer experience.

outsourcing 100

outsourcing Contact Center Management Coaching 100

Liveops

JUNE 7, 2019

Classroom learning can often lead to over-exerting an individual and requires them to retain every possible outcome. For example, we have found that soft skills exercises are better delivered live by a facilitator in a real-time virtual simulation. This causes the agent to be overwhelmed before even taking a call.

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Chatbots CRM Call Center Customer Service 88

CX Global Media

OCTOBER 15, 2018

To be intentional and proactive in their response, executives are investing in the transformation of their training courses in leadership for supervisors because the frontline is where the customer-centric battle will be won. Supervisor Training Reset. Being a good agent does not translate to being a good supervisor.

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Contact Center Morale Call Center Metrics 269

Nicereply

OCTOBER 4, 2022

A knowledge base is a virtual repository of information available to your customers (and support team) that’s designed to help them have a better experience with your product or service. During those initial weeks of training, there’s an opportunity to build customer experience into your training curriculum. Knowledge base.

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Customer Experience Journey mapping Employee engagement Surveys 59

JustCall

AUGUST 8, 2023

Diverse use cases: AI is being used in education for 360-degree purposes such as learning platforms and virtual facilitators (45%), Intelligent Tutoring Systems (ITS), fraud & risk management, smart content, etc. AI has entered the classroom and is passing with flying colors.

Education 52

Education Chatbots Coaching Best practices 52

Etech GS

FEBRUARY 5, 2019

Incorporating Listening Skills Into Management Training: Companies are taking note of the importance of listening to team members and incorporating that knowledge into manager training programs. In distributed environments where in-person training is impractical, virtual classrooms and interactive web-based teaching are utilized.

Employee engagement 81

Employee engagement Morale Surveys Personalization 81

Skybridge

JUNE 10, 2020

Maybe that’s a weekly virtual coffee break or a regular game time or friendly competition. Keep Building Skills with Training, Practice, and Coaching. That means they need to know they’ll have access to the training, coaching, and feedback required to build and polish those skills. But it’s not impossible. Pour on the Gratitude.

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