CX Global Media

DECEMBER 4, 2018

Contact center agent training can be a very big expenditure for a lot of organizations. Regardless of your turnover situation, one thing is certain, the ROI (Return on Investment) on agent training is very important. One of the growing factors impacting agent training ROI is the tightening of the skilled labor market.

Contact Center 240

Contact Center Coaching Strategic Value Education 240

CSM Magazine

MARCH 1, 2024

Importance of Employee Training and Development Practical employee training and development programs are essential for any company because they help individuals grow, innovate, and be productive. Training programs aren’t just an additional administrative job.

Feedback 52

Feedback Technology Management 52

Call Design

SEPTEMBER 9, 2021

If agents don’t have proper training and tools, they are not only unable to do their jobs, but may be damaging your brand. The value of having a well-developed and executed plan is paramount. Having a plan in place will consolidate all the learning and development required for an agent and progression within their roles.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

Nicereply

JUNE 12, 2023

Good customer service training is one of the most important components of your support team’s success. And that means figuring out how to effectively train new customer service team members is mission critical. And that means figuring out how to effectively train new customer service team members is mission critical.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

SharpenCX

JUNE 9, 2020

Download Now: Develop your agents and lead a more successful contact center with these 29 tactics and facts. Career pathing and development is vital for employee retention and job satisfaction in any industry. Some 68% of workers say training and development is the most important workplace policy.

Call Center 76

Call Center Contact Center Coaching Employee engagement 76

Fonolo

AUGUST 5, 2021

Regardless of your industry, providing ongoing training opportunities can mean the difference between finding lasting employees and experiencing high turnover rates. The proof is in the statistics — a proper training strategy leads to more engaged employees. What are some common challenges that come with training remote agents?

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Integrity Solutions

NOVEMBER 29, 2022

While investing in sales training can produce a range of benefits, all of us in sales know it all boils down to the bottom line. Here are the sales training metrics you should be using to measure your success. How to Determine Sales Training Metrics. How to Determine Sales Training Metrics.

Metrics 87

Metrics Sales Coaching Accountability 87

CSM Magazine

MARCH 18, 2024

In an ambitious stride towards enhancing support available for vulnerable customers, Helen Pettifer Training Ltd announces the launch of its new website. Along with the training and consultancy offered by Helen Pettifer Training Ltd, it can aid compliance with Consumer Duty.

Customer Support 52

Customer Support Government Consulting Consulting 52

SharpenCX

SEPTEMBER 29, 2021

We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. And, 68% of employees say training and development is a company’s most important investment. Employee Training Templates for Quarterly Skills-Based Learning. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

The Northridge Group

OCTOBER 1, 2020

Developing service excellence at the contact center management level is a critical enabler for a company’s long-term success. In a typical contact center, frontline managers are responsible for developing team members, but for a variety of reasons, they don’t always do it as well as they should.

Coaching 128

Coaching Contact Center Best practices Management 128

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.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

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. Even video-based learning or computer-based training (CBT) is not as appealing to modern learners as it once was. Please share.

Contact Center 120

Contact Center Coaching Call Center Employee engagement 120

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?

Sales 52

Sales Coaching Accountability Personalization 52

Vistio

FEBRUARY 5, 2024

Therefore, it is vital for call centers to invest in proper training and rehearsals to ensure their agents are well-prepared for diverse customer issues. Traditionally, training centers rely heavily on one-on-one role play involving live scenarios where one agent plays the role of a customer and the other plays the agent.

Call Center 52

Call Center call center software Feedback Personalization 52

CCNG

FEBRUARY 7, 2024

While resilience relates to many aspects of business - organizational, economic, logistic, and technological, they are all predicated on the essential one: individual human resilience. The answer is to strengthen our capacity to be resilient as leaders and individuals to be collectively resilient as organizations and societies.

Management 195

Management Marketing Technology 195

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. by Steve Schmidt.

Sales 120

Sales Best practices Personalization Surveys 120

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Technology Gamification Coaching 117

Vistio

SEPTEMBER 25, 2023

AI doesn't just offer automation; it can elevate the entire agent learning and development process, making training more aligned with real-world scenarios, more adaptive to individual agent needs, and more proactive in offering timely support and feedback.

Technology 52

Technology Feedback 52

Integrity Solutions

AUGUST 10, 2020

Virtual training is here to stay, and to get the full advantages of it, your facilitators need to go beyond knowing the material and having classroom experience to develop an entirely different skill set (and mindset). Virtual training is finally stepping out from the shadows and onto center stage.

Coaching 105

Coaching Sales Employee engagement 105

JustCall

MARCH 28, 2023

To enhance productivity and client satisfaction, it’s crucial to train sales agents to work together effectively. Continuous learning Collaborative sales teams foster a culture of continuous learning and professional development. Sales success hinges on strong collaboration within the team.

Sales 52

Sales CRM Best practices Morale 52

AWS Machine Learning

AUGUST 16, 2023

Satellite and aerial images provide insight into a wide range of problems, including precision agriculture, insurance risk assessment, urban development, and disaster response. Training machine learning (ML) models to interpret this data, however, is bottlenecked by costly and time-consuming human annotation efforts.

Scripts 71

Scripts Analytics Technology Benchmark 71

aircall

MARCH 10, 2021

The right people, training, and call center training materials ensure that your call center agents are working hard to enhance the customer experience, even when tasks are piling up. The problem is figuring out exactly which call center training materials you should use to achieve this. What Are Call Center Training Materials?

Call Center 62

Call Center Scripts call center software Best practices 62

Education Services Group

AUGUST 17, 2021

need to train and certify your CSMs? Even though we’re not training providers, per se, our team gets this question all the time. Because there are oh so many benefits to training and certifying your CS team. That means giving your CSMs the best training possible so their performance is at its peak. Do you really (really?!)

Education 98

Education Best practices Employee engagement Management 98

VirtualPBX

MARCH 12, 2020

Want to learn how to create an employee training plan? In today’s blog, we’ll talk about developing a set of goals, creating tasks to engage employees, and iterating to keep everyone up to date, including mentions of our Business Phone System as an important tool in this process. Find time for training to take place.

outsourcing 89

outsourcing Education Enterprise Marketing 89

Integrity Solutions

MARCH 20, 2020

Benefits of Virtual Training. For clients, flexibility of delivery is a benefit of virtual training delivery. Other benefits of virtual training that our clients are seeing: Lower investment – 30-50% lower total costs, as travel and expenses for participants and facilitators are eliminated. This allows for business continuity.

Healthcare 94

Healthcare Coaching Sales Best practices 94

Fonolo

SEPTEMBER 30, 2022

While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. At your next training session, consider featuring some of these engaging activities to help your team sharpen those soft skills! How to Teach Soft Skills Training.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

JustCall

NOVEMBER 16, 2022

Online training is the much-needed and most impactful method of eLearning call center training based on educational statistics, attractive infographics, and accumulated perceptions. Highly interactive, consulting-based, and highly regarded eLearning call center training helps you fill the gaps created by these difficult times.

Call Center 52

Call Center Consulting Consulting Education 52

Toister Performance Solutions

OCTOBER 14, 2021

Fortunately, my boss noticed my initiative and quickly trained me on a variety of functions: Women's department Shoe department Stock department Cashier New hire trainer All this training made me feel recognized for my hard work. My manager didn't train me for recognition. Training is fundamentally about problem solving.

Management 71

Management Sales Customer Service 71

aircall

JANUARY 29, 2021

Most people tend to think of training as a “one-and-done” experience. For support agent training, that’s simply not enough training to really become experts in their field. Call center training encompasses many different areas. Call Center Training For Your Support Agents. Here are some of the common ones: .

Best practices 62

Best practices Call Center call center software Morale 62

Fonolo

APRIL 15, 2020

While training is vital, it isn’t enough to help employees grow professionally at your company or in their careers. If you’re just starting out or are building a new team, here are a few things to keep in mind when you’re training, supporting and coaching agents. Even the simplest training manual can be complex. Training Tools.

Coaching 91

Coaching Customer Service Scripts Morale 91

Noble Systems

AUGUST 25, 2020

Banking and other financial services firms are continually challenged to train, motivate and retain employees in order to deliver consistent, high performance services and build consumer trust. Improve employee performance and productivity– sales, marketing, customer service, product development.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

Fonolo

MAY 18, 2021

It’s become increasingly important for individual contact centers to understand their customer audience for many reasons — one of which is the increased power the average customer holds to publicly call out poor customer service on social channels like Twitter, Facebook, and discussion boards. Foster empathy with the customer.

Call Center 84

Call Center Contact Center Scripts contact center solutions 84

AWS Machine Learning

JUNE 9, 2022

Amazon SageMaker Data Wrangler reduces the time to aggregate and prepare data for ML from weeks to minutes, and Amazon SageMaker Autopilot automatically builds, trains, and tunes the best ML models based on your data. Data Wrangler now provides a unified experience enabling you to prepare data and seamlessly train a ML model in Autopilot.

Engineering 79

Engineering Metrics Management 79

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.

Customer Service 40

Customer Service Morale Benchmark Scripts 40

OctopusTech

APRIL 18, 2024

In light of the growing interest among companies, agencies, and individuals in enhancing their contact centers’ customer experience , there’s a notable trend toward personalized and empathetic communication. Develop standards for training and regularly review training materials to keep everyone on the same level.

Call Center 62

Call Center Contact Center Telemarketing outsourcing 62

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Each group, or individual agent, may need a slightly different approach, but there are best practices for talent development initiatives that will deliver dependable benefits.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

aircall

FEBRUARY 1, 2021

Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? spend over $70 billion on sales training every year. As you develop your sales team training program, you’ll need to have a good understanding of the purpose and goals of the training.

Best practices 62

Best practices Sales Call Center Coaching 62