The Northridge Group
AUGUST 14, 2023
In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. One of the best places to start developing this culture is by implementing the proper onboarding and ongoing training.
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.
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CX Global Media
JANUARY 8, 2019
Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. A primary mission in modern learning is to disrupt the the old-school ways of training and provide ways for modern learners to be more engaged and to “do” new things, instead of just learning about it.
COPC
SEPTEMBER 21, 2023
Moreover, many training programs use impressive yet daunting terminology and equations that don’t resonate with the majority. Let’s start with a topic that often comes up on my assignments – coaching customer satisfaction (CSAT). To understand that problem, let’s momentarily step out of the contact center world.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce. Attendees will walk away with insight on the following: Critical components for coaching programs. How proper coaching can reduce agent burnout.
CCNG
FEBRUARY 14, 2024
In response, contact centers have been forced to evolve operationally. The question is, have our contact centers kept up with this knowledge evolution? As leaders in the contact center industry, we tend to “throw bodies” (a.k.a. As leaders in the contact center industry, we tend to “throw bodies” (a.k.a.
CX Global Media
DECEMBER 10, 2018
So, they are not eliminating supervisor training, they are just cancelling supervisor training classes and implementing a more modern approach of blended learning. Penny Reynolds : I am so impressed with the depth and breadth of what you’re offering and I absolutely agree; having done supervisor training for many, many years.
Speaker: Melissa Pollock, Customer Success Officer, AmplifAI
As companies continue to seek every competitive advantage available, organizations must explore new opportunities and ways to increase productivity in our modern contact centers. How to train procedures, then update and re-distribute as necessary. What to identify, document and share.
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center today is truly an Interactive Engagement Center and the most customer-focused area in your organization. Companies can achieve high customer satisfaction and loyalty when there is appropriate training, coaching, measurement/reporting, and organizational collaboration.
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