RCDA introduces online work-from-home courses for contact center teams

Robert Davis

Davis and Associates ( [link] ) is excited to present three online courses designed to maximize the performance of supervisors, leaders at all levels, and contact center agents in the work-from-home environment. For more information on any of these courses, please contact Robert C.

Noise during online courses


The number of online courses has been increasing over the last years. Education institutes, including the most respectable universities, offer e-learning for an increasing share of their courses. Of course, in such case it is hard to conduct a productive remote e-learning. A teaching institute that is providing online courses should pay attention to the quality of the audio during classes.

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Chart a Clear Course for Technology Selection

Contact Center Pipeline

Technology selections without strategy, requirements and criteria are like rudderless ships that roam the sea of options without docking at the right ports. Some captains may fall prey to “dog and pony” shows that focus on what “could be,” whether the “could be” is a requirement or not. Others are paralyzed by a Fear Of […]. Technology call center contact center technology project scope technology selection vendor evaluation

Customer Experience Excellence Course


Customer Experience Excellence Course. pmpro_levels] The post Customer Experience Excellence Course appeared first on ClearAction Customer Experience Consulting. Customer Experience Excellence Course Training

Marketing-Led Post-COVID-19 Growth Strategies

Businesses are laying off workers, shutting their doors (some permanently), and struggling to react to the radical destruction that coronavirus (COVID-19) is doing to our society and communities. Most have already sustained massive damage, and we still have yet to see the scope of impact of the global pandemic that has upended the globe. Any return to normalcy may seem far-off, but sales and marketing are on the front lines of restarting the economy. When the dust settles, we have a responsibility to turn our shock and grief into fierce determination, and lead the charge of responsible, strategic, sustainable future growth. However, there’s no team better suited to lead that charge than the marketing department. Marketers are uniquely positioned to provide creative solutions to aid their organization in times of change and chart a course for navigating success.

Contact Centers Are Not Dead. Course-Correct Your Strategy Now.


Course-Correct Your Strategy Now. Consumers want choice. Contact Centers are the front-door to those choices. When thought of as Virtual Engagement Centers powered by a range of customer input options from voice and video to text, Contact Centers are vital lifelines for organizations’ digital transformation and customer engagement strategies. And, while the shift to using digital channels like SMS [.] The post Contact Centers Are Not Dead. appeared first on What’s next. This is a summary.

Contact Centers Are Not Dead. Course-Correct Your Strategy Now.


Course-Correct Your Strategy Now. Consumers want choice. Contact Centers are the front-door to those choices. When thought of as Virtual Engagement Centers powered by a range of customer input options from voice and video to text, Contact Centers are vital lifelines for organizations’ digital transformation and customer engagement strategies. And, while the shift to using digital channels like SMS [.] The post Contact Centers Are Not Dead. appeared first on What’s next. This is a summary.

Introducing My New Customer Service Course on Highbrow

Toister Performance Solutions

That's the premise behind Highbrow , a service that features more than 2,500 training courses on topics ranging from personal growth to business skills. I've recently partnered with Highbrow to launch a new course, How to Serve Upset Customers. This post is an overview of the course along with what I see are the primary benefits of the daily email format. Course Overview Serving upset customers is one of my most requested training topics.

7 Essential Learning Courses for Every Customer Service LMS


You plan to create the most effective learning courses you can. With the right LMS and learning courses, you can help your customer service team develop new skills, drive brand loyalty and achieve better consumer satisfaction than ever. So, you’ve chosen an LMS for your customer service team. You want every single frontline employee to grow into a master of outstanding service. Sounds overly ambitious? Not at all.

The Call Center School Launches Free Course on Working Remotely for Contact Centers During the Corona Crisis

The Call Center School

At The Call Center School, we create engaging e-learning courses for training contact center employees (for frontline agents, supervisor, quality assurance, and workforce management). To support the contact center community during these challenging times, we have put together a free e-learning course on remote work for contact center employees. In just 20 minutes, this course helps prepare your employees to work from home.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

can easily make mid-course adjustments when new information. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot. wonder professionals, who had removed AI from their resumes, are. scrambling to add it back in!

Creating Learning Courses for Your Customer Service Team


Training your customer service team on a regular basis is the best way to ensure they keep delivering the quality experience your audience expects. HR Management for CX CX Culture

4 Ways Online Courses Help You in Real Life

CSM Magazine

The advantages of taking online courses over going to a traditional, brick-and-mortar institution are many. However, another advantage of taking online courses is the fact that they help instill certain skills that are applicable in real-life situations. Read on to find out four ways in which taking online courses can prove beneficial to you in real life. Taking an online course can help sharpen your teamwork and collaboration skills in virtual settings.

Globitel Hits the Golf Course


Globitel Hits the Golf Course. On June 17th-18th, 2011, Globitel was one of the proud sponsors of the ROWVAR Cup Championship at Bisharat Golf Club, the first private golf course in the suburbs of Amman. The post Globitel Hits the Golf Course appeared first on Globitel. News Globitel Hits the Golf CourseGlobitel , the leading provider of telecom and call center solutions, has gone beyond the IT world and into the golf fields.

How to Master Rapport with the Best Tips From My LinkedIn Learning Course

Myra Golden

I created a course for LinkedIn Learning focused on Building Rapport with Customers. In this course, I’ll show you how to pace customers, meaning, you’ll meet customers where they are emotionally, you’ll learn how yielding to customers helps the conversation flow, you’ll see how talking in complete sentences makes you sound friendlier, plus you’ll see how you can maintain rapport even when you have to give bad news. Date of birth? Last name? Zip code?

DX aQademy: Setting a New Course for Delivering Digital Experiences


Multi-tiered program offers groundbreaking digital experience training certification. Operational Analytics Blog HR

Cybercrime and Collaboration on Collision Course? My Latest on No Jitter

Jon Arnold

If you can say that title three times fast, maybe it will make more sense. Cybercrime touches just about everything these days, but it’s usually not top of the list for collaboration. It really should be, and that’s what this post is about. At the recent SCTC conference, there was a great keynote about the state of cybercrime, and I've filtered that through the lens for collaboration.


Social Media Training Activities and Marketing Courses You Never Realized Your Team Needed


How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. One option is free or paid online social media courses for your individual departments. What Is Social (a free introduction course) from Coursera. Introduction.

15 Top Customer Service Training Courses for Your Agents (Half Are Free)


We’ve compiled a comprehensive list of the best courses out there, ranging from free online courses to pricier, on-site seminars that bring learning straight to your office. Pick the course that fits your companies time, budget, and learning needs, and you have nothing to lose. The course, Customer Service Training , “introduces the basic concepts of customer service and dives into effective customer service techniques and practices.”

It’s More of a Customer Obstacle Course than a Journey


Of course, as we learned in The Odyssey, journeys aren’t always a walk in the park; they can be arduous. Well, it is, according to far too many companies. There is never a guarantee that the high seas will be smooth for the entire duration. There are things that we simply cannot control. However, what about unnecessities? It seems as if some companies are unknowingly setting up roadblocks for customers to painfully plow through or take a lot of time to go around.

A Quick Course of Lion Taming: How to Turn Customer Complaints into Compliments


Another way to please an unhappy customer it to offer a replacement (in reasonable cases, of course). The post A Quick Course of Lion Taming: How to Turn Customer Complaints into Compliments appeared first on LiveChat. In one of my previous jobs, I had a supervisor who treated every complaint as a personal disaster. Every time we were approached by an aggressive customer, he was immediately pushing the panic button, turning our call center into a pit of hell.

Why Learning CX Will Make You Happy and Successful

Experience Investigators by 360Connext

With options like webinars and online video courses, learners can go at their own pace. Video courses have come a long way, so I’m always tapping into at least one to make sure I’m keeping up. A retailer leveraged customer online service training and required every manager and in-store employee to take the “required” service courses plus something that would help each person’s “soul soar.” Video courses are getting REAL.

A Quick Course in Relationships: The 4 Dimensions of Customer Effort

Customer Interactions

With any relationship, it’s important to make sure that one side isn’t putting in too much effort. This is especially the case when customer effort is a key differentiator for making or breaking a purchasing decision. Organizations can use innovative tools to track of customer effort. By using the right solution, companies can gain insight on the four dimensions that comprise customer effort: Time, Emotion, Physical and Cognitive.

This is How You Communicate Empathy to Customers

Myra Golden

There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. In this short video, taken straight from my Empathy eLearning course, I teach precisely how employees can Communicate Understanding to customers. If you like this video , take a closer look at my Customer Service eLearning courses. One of the characteristics is, communicate your understanding.

Customer Service Team Appreciation 2020

Contact Center Pipeline

This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers.

Free Soft Skills Training: Best Practices: Customer Service Representatives

Myra Golden

I’m so excited to kick off Customer Service Week with a free soft skills training course! Complete all modules my 30-minute course and get your certificate!

Automation: The Contact Center’s Grocer

Contact Center Pipeline

The obvious heroes of the current crisis are, of course, the health care workers and first responders who are on the front lines caring for the sick and maintaining a brave demeanor in […]. In times of crisis, we often find heroes in the unlikeliest of places.

Acceptance and Fun - Keys for Supporting Your Virtual Team


From one-on-one virtual “coffees” with team members, themed dress up days wearing alumni college team colors, Kahoot type quizzes, or even sharing your favorite pet with team members during virtual calls ( of course this is the norm with CCNG member PetSmart ).

CCNG 195

Leading virtual meetings

Myra Golden

Learn how to make your virtual meetings productive and engaging in this short course. With Covid-19, most meetings will be virtual. Customer Experience Design

The Humble Manager – Tip #15

Steve DiGioia

Of course! I’ve always told my staff that I’m not perfect, I don’t know it all, and that I make mistakes. I too have a lot to learn. Is this a mindset of a weak manager? I don’t think so. Instead, the humble manager is realistic and open to suggestions.

Customer Service Week: A Time to Celebrate Customers AND Employees


And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. The responses we got were pretty common sense (but of course, common sense isn’t always so common!).

The 5 Training Survey Questions you Must Include


You’ve spent weeks framing the course, writing the course notes, building PowerPoint slides, booking just the right venue. Now the course is over you want to know what the attendees thought of it. Would they buy another course from you? Was it any good? Do you need to re-write parts of it? Without the right […]. General

Back to School: Customer Experience 101

Andrew Mcfarland

In the spirit of “back to school” here is the “course content” to achieve the impossible. Course Description: A comprehensive overview of the. In my experience, most CX professionals are thrust into dysfunctional environments and asked to perform miracles. Best Practices Customer Experience Automation Back to School Customer Journey Environment Metrics Objectives

SpeechIQ Introduction with LiveVox’s Jason Queener


Jason walks you through how to sift through the treasure trove of data in your recorded customer calls, a few use cases where speech analytics is most applicable, and of course, how easy it […].

How to Keep Your Network Secure When Working from Home


Reflecting on what that has looked like for me over the course of the past month, I noticed some details that raised my level of concern. By now, you are in the midst of working from home and trying to define what the “new normal” looks like for you and your family. Cybersecurity Remote Working COVID-19


There’s an Upset Customer. Now What? – Tip #4

Steve DiGioia

Of course, we must apologize, show empathy, and be sincere, but here are 5 additional ways… Get all the facts, make sure you left nothing out. Regardless of your business, and no matter how hard you try to do the best for them, there will be situations where you have an upset customer who is dissatisfied with your product or service. Day in and day out, we must strive to provide the optimal experience for each customer interaction. But is this realistic?

100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More


Of course, technology advances now […]. Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, and motivate your team to succeed.

CX5 Talks - An Interview with Craig Stoss


We discussed living abroad, his transition to a new role and of course, customer service! I caught up with Craig Stoss recently on Zoom as we both just transitioned to work from home. Customer Experience CX5 Talks

A Story of Availability, Convenience, and Consistency

Steve DiGioia

Of course not. Of course not. and donuts! I pulled into the Dunkin’ Donuts drive-thru and asked the man on the intercom if he had any glazed donuts. He said, “Sorry, we don’t have any more donuts”. WHAT? I know this was at 11 pm on a Saturday night but how can you not have any donuts? Isn’t that what you do? Isn’t that what you’re known for? Isn’t the word “donut” in your company name, on your napkins, and on all your signs? How can you not have donuts?

What Does Proactive Customer Engagement Feel Like?

Contact Center Pipeline

Are you capturing prospective customers effectively, or simply letting fate take its course, hoping to close new business using traditional approaches and metrics? How about retaining existing customers? Are your traditional methods keeping up with customer needs and changing demographics? Proactive engagement is proven to not only improve new sales closure rates but to also […]. Customer Engagement call center contact center customer engagement customer experience