Educate and Engage: Strong Relationships Matter

Brad Cleveland

Gina Szabo once relayed this story to me and gave permission for it to be published in Call Center Management on Fast Forward. Although certainly not a recommendation, it is a good reminder that communication is a key first step to contact center success.

America’s Future in Education, EdTech Trends & More

FreshGrade

Here’s our roundup of top educational stories from the past seven days: “The belief that we can somehow effectively educate all children with the same, uniform approach may be the single biggest reason that America has been unable to close achievement gaps.” ” Via The Huffington Post, Phyllis Lockett asks: “What Would Dr. King Say About the Future of American Education?” Standardized tests are losing favor in higher education circles.

Education, Education, Education – the real need for developing Customer Experience learning

ijgolding

I am not going to bore you with a list of everything that has struck me over the last 12 months, but I am going to focus on one thing in particular that has stood out for me – and that thing is best summed up by the word ‘education’!

Customer Experience in 2017 – Collaborate, Educate, Simplify and Focus!

ijgolding

Education, education, education! That being said, the desire for knowledge, education and inspiration is mind-blowing! This is why in 2017, companies need to focus more than ever on continuing education in Customer Experience at all levels of their businesses.

Introducing a New Guide to Customer Service Higher Education

Customers That Stick

Today we are releasing our new guide to customer service and customer experience higher education programs. The Customers That Stick TM Guide to Customer Service Certificate and Degree Programs is designed to help shine a light on the growing importance of our field and to help generate interest in those higher learning institutions that are at the forefront of customer service and customer experience education.

The School of Hard Knocks… Are You a Graduate?

Contact Center Pipeline

The “School of Hard Knocks” is an idiom that means the (sometimes painful) education one gets from life’s usually negative experiences. It is contrasted with formal education and was coined by Elbert Hubbard in a piece he wrote about himself for Cosmopolitan in 1902.

Why Learning CX Will Make You Happy and Successful

360Connext

Those who continue to focus on their own education also understand the world is changing at an incredibly rapid pace. Off the top of my head… Have you ever felt like you had to educate a customer service agent or salesperson when you were the customer?

Security Culture Series – Part 2: Employee Education & Training

Revation Systems

Although this is key, organizations also need to improve employee education and training around the topic. Though many organizations today offer education on security matters, there is still much room for improvement when it comes to training.

This One Word Unleashes Contact Center Peak Performance

Call Center Coach

All of this came flooding back to me when I met Craig Preston of Education Folder at Call Center Week. But when I did, I could immediately see the value in using a tool like Education Folder to obtain peak performance.

Digital Learners, SXSW EDU, Student Activism & More

FreshGrade

Here’s our roundup of top educational stories from the past seven days: “The problem is that there are parents, politicians, lawmakers, and even some educators who continue to promote an educational model and prepare students for a world that no longer exists.” ” Reinventing education for today’s digital learners, via edCircuit. Busy week? We’re here to help.

Digital Learners, SXSW EDU, Student Activism & More

FreshGrade

Here’s our roundup of top educational stories from the past seven days: “The problem is that there are parents, politicians, lawmakers, and even some educators who continue to promote an educational model and prepare students for a world that no longer exists.” ” Reinventing education for today’s digital learners, via edCircuit. Busy week? We’re here to help.

An Invitation for Change [Video]

FreshGrade

Fresh Ideas Top Stories deeper conversation about learning digital portfolio digital portfolios e-portfolio edchat edtech education fresh grade freshgrade innovative assessment learning online portfolio student portfolio teacher Teaching

An Invitation for Change [Video]

FreshGrade

Fresh Ideas deeper conversation about learning digital portfolio digital portfolios e-portfolio edchat edtech education fresh grade freshgrade innovative assessment learning online portfolio student portfolio teacher Teaching

Sharing the PTO Wealth, Ditching the Bell Schedule & More

FreshGrade

Here’s our roundup of top educational stories from the past seven days: The Washington Post examines whether parent-teacher organizations who raise massive amounts of money should be required to share it with other public schools in need. trillion spending bill and increases funding to K-12 education, civil rights protections, college affordability, and more. ” edCircuit discusses PD and how to inspire your fellow educators to embrace opportunities for growth.

Sharing the PTO Wealth, Ditching the Bell Schedule & More

FreshGrade

Here’s our roundup of top educational stories from the past seven days: The Washington Post examines whether parent-teacher organizations who raise massive amounts of money should be required to share it with other public schools in need. trillion spending bill and increases funding to K-12 education, civil rights protections, college affordability, and more. ” edCircuit discusses PD and how to inspire your fellow educators to embrace opportunities for growth.

Computational Thinking, Personalized Learning & More

FreshGrade

Here’s our roundup of top educational stories from the past seven days: EdSurge asks “Does current K-12 education equip every student with the requisite skills to become innovators and problem-solvers, or even informed citizens, to succeed in this world with pervasive computing?” ” The tradition of educational experimentation and innovation continues to accelerate with these seven education trends to watch this year. Busy week? We’re here to help.

Computational Thinking, Personalized Learning & More

FreshGrade

Here’s our roundup of top educational stories from the past seven days: EdSurge asks “Does current K-12 education equip every student with the requisite skills to become innovators and problem-solvers, or even informed citizens, to succeed in this world with pervasive computing?” ” The tradition of educational experimentation and innovation continues to accelerate with these seven education trends to watch this year. Busy week? We’re here to help.

Taking Risks in the Classroom, Emerging Technologies, Social Change, & More

FreshGrade

Here’s our roundup of top educational stories from the past seven days: “I can’t sit back and repeat the same stale lessons year after year because it’s tradition. Some educators feel meager budgets will prevent them from preparing students for a labor market that could be radically reshaped by emerging technologies such as artificial intelligence. ” Dr. Rod Berger speaks with Larry Ferlazzo about being a proactively positive influence in education. Busy week?

Taking Risks in the Classroom, Emerging Technologies, Social Change, & More

FreshGrade

Here’s our roundup of top educational stories from the past seven days: “I can’t sit back and repeat the same stale lessons year after year because it’s tradition. Some educators feel meager budgets will prevent them from preparing students for a labor market that could be radically reshaped by emerging technologies such as artificial intelligence. ” Dr. Rod Berger speaks with Larry Ferlazzo about being a proactively positive influence in education. Busy week?

Security Culture Series – Part 3: Facing Opposition

Revation Systems

So far in the Security Culture Series, we’ve discussed expanding IT’s responsibility in security and the importance of educating and training employees. Blog agents of change cybersecurity employee education employee feedback private customer information Security Culture security policies

The Emerging Digital Divide, College Alternatives & More

FreshGrade

Here’s our roundup of top educational stories from the past seven days: “It’s important to frame best practices for afterschool providers in terms of engagement and participation in the world, not simply proficiency with computers and the Internet. Find out how Generation Z has their sights on bypassing college with more innovative and agile education alternatives. Busy week? We’re here to help.

The Emerging Digital Divide, College Alternatives & More

FreshGrade

Here’s our roundup of top educational stories from the past seven days: “It’s important to frame best practices for afterschool providers in terms of engagement and participation in the world, not simply proficiency with computers and the Internet. Find out how Generation Z has their sights on bypassing college with more innovative and agile education alternatives. Busy week? We’re here to help.

Personalized Learning, Pedagogy Before Technology, Video as a Reflection Tool & More

FreshGrade

Here’s a roundup of the top education stories from the last seven days. As 2017 comes to a close, we can reflect on the journey education has taken and the changes the world has seen. Dr. Steve Perry is widely respected by grassroots community members, internationally renowned education experts, and A-list celebrities. He talks to Dr. Rod Berger about the state of education news, and whether there is a need for better education reporting in the national media.

Microschools, Capstone Projects, Social Media & More

FreshGrade

Here’s our roundup of top educational stories from the past seven days: Microschools “emphasize interdisciplinary project-based learning, building social skills such as communication and critical thinking, and tailoring instruction to the needs of each individual student.” ” edCircuit shares thoughts on education leadership in the age of technology. Busy week? We’re here to help.

Creativity Time Vs Screen Time, Homeschooling & More

FreshGrade

Here’s our roundup of top educational stories from the past seven days: “Rather than trying to choose between high-tech, low-tech, and no-tech, parents and teachers should be searching for activities that will engage children in creative thinking and creative expression.” “Determine what your short — and long-term goals are for your children’s education, and do the research to identify that right choice.” Busy week? We’re here to help.

Preserving Student Art, Middle School Passions & More

FreshGrade

Here’s our roundup of top educational stories from the past seven days: The New York Times shares some great tips and apps for helping parents to preserve “refrigerator-door masterpieces.” Fresh Ideas digital portfolio e-portfolio edchat edtech education freshgrade learning personalized learning project based learning student engagement teacher Teaching technology weekly roundupBusy week? We’re here to help.

Preserving Student Art, Middle School Passions & More

FreshGrade

Here’s our roundup of top educational stories from the past seven days: The New York Times shares some great tips and apps for helping parents to preserve “refrigerator-door masterpieces.” Fresh Ideas digital portfolio e-portfolio edchat edtech education freshgrade learning personalized learning project based learning student engagement teacher Teaching technology weekly roundupBusy week? We’re here to help.

How Professional Development Can Make Technology Friendly

Contact Center Pipeline

Education is no different. Technological advances enable educators to disrupt learning in ways that were almost … Continued. Technology has become a mainstay in our daily lives. Professional Development

Framing Feedback, World Read Aloud Day & More

FreshGrade

Here’s our roundup of top educational stories from the past seven days: “Knowing someone cares can change a student’s life. Fresh Ideas collaboration digital portfolio e-portfolio edchat education freshgrade learning parent engagement school culture student engagement teacher Teaching technology weekly roundupBusy week? We’re here to help. As adults, we are placed here to be change agents for kids.”

Building Resilience, Screen Time, Independent Learners & More

FreshGrade

Here’s our roundup of top educational stories from the past seven days: The Washington Post shares four protective factors that will build resilience in kids and help them weather life’s challenges. Fresh Ideas assessment digital portfolio e-portfolio edchat edtech education freshgrade innovative assessment school culture student engagement teacher Teaching technology weekly roundupBusy week? We’re here to help.

#SXSW: Emerging AI with a Focus on Greater Experiences

360Connext

Data will educate, but AI will enlighten our experiences. Blog Customer Experience Featured Recent News User Experience #SXSWi AI Artificial Intelligence Bots Education linkedin SXSW tech

Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program

Taylor Reach Group

Agent Experience AHT Call Center Consulting Call Center Performance Call centre consulting Education Employee Engagement Employee Experience Press ReleaseCustomer Experience and Contact Center consulting firm, The Taylor Reach Group , Inc., is designing an Agent On-Boarding Training Curriculum. TORONTO (PRWEB)March 13, 2018. The Taylor Reach Group, Inc.,

Operational Indicators – Average Handle Time (AHT)

Taylor Reach Group

AHT Call Center Consulting Contact Centre Ops Customer Satisfaction Education Forecasting- WFM People management Planning Strategy Contact Center Consulting Contact Center Management Contact Center Strategy Customer Service Consulting Operational Management WFMBy: Turaj Seyrafiaan. Have you ever wondered what is behind any of the Contact Center operational indicators? Why do we measure what we measure and what do they mean?

Adherence to Schedule Tips

Brad Cleveland

Educate each person on how much impact he or … Call Center Contact Center Customer Service Leadership Workforce Management adherence to schedule Brad Cleveland Call Center Management On Fast Forward workforce management

Building Your Training Team from the Ground Up

inContact

Best Practices Contact Center Management General Trends & Insights CEU Cloud contact center management Education ICMI Quality Monitoring trainingOne of the most vital components of any contact center is the training department.

5 Elements of a Successful Virtual Training Model

Contact Center Pipeline

Education expert Bernard Bull once said, “In order to create an engaging learning experience, the role of the instructor is optional, but the role of the learner is essential.” A massive increase in online education over the past decade has revealed the truth of this observation.

5 Best Practices for Designing a Successful Training Program

Contact Center Pipeline

PACE: Changing with the Times

Contact Center Pipeline

The Professional Association for Customer Engagement (PACE) stands alone as the only trade association that provides advocacy, compliance, education and networking to the contact center industry.

Helping Struggling Students, Challenging the Growth Mindset & More

FreshGrade

We’re here to help.Here’s our roundup of top educational stories from the past seven days: How do you help struggling students? In the past few years, the growth mindset has gained a lot of traction in education. “Parents have more power and more choices than they may realize in educating their children,” says Sir Ken Robinson in an interview with The New York Times about his latest book. Busy week?

"Follow the Leader", Featuring Matt Beckwith

Call Center Weekly

Although I have great respect for educators (and economists, too) I am thrilled that my education and career took me on a different path. Has working in customer service made a positive affect in your personal life? The short answer is: absolutely!