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Choose your battles wisely – Conflict Resolution Training for Managers

Myra Golden Media

For Jack Cooper University , I produced a ten week conflict resolution training. Jack Cooper’s managers are ready to preempt escalations and manage conflict. Here’s our week eight video training. I loved every minute of this interactive training project!

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How to convince managers to reinforce customer service training

Toister Performance Solutions

It bothers you when employees' managers aren’t nearly as invested. These managers take a "fix my people" approach. The manager delegates customer service training to you and expects you to do all the work. They fail to reinforce the training and employees quickly go back to their old habits. It's a broken model.

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The Contact Center Training Evolution

CCNG

In a recent CCNG Town Hall event, members Amas Tenumah and Amayea Maat reviewed the evolution of training in the customer contact and experience delivery arena. Amas drove home the mindset that classroom training as we once knew it is no longer effective or even viable.

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How to Train and Support Remote Customer Service Employees

Myra Golden Media

When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future. I’m concerned about training my agents and supporting them. I’m a contact center supervisor who trains, yet I don’t have a training background.

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Brain Fog HQ: Memory Enhancement Techniques for Professional Development

Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion

At worst, your performance and cognitive functions are impaired, resulting in memory, management, and task completion problems. In October, scientists discovered that 75% of patients who experienced brain fog had a lower quality of life at work than those who did not. At best, brain fog makes you slower and less efficient.

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Guest Post: Cultivate a Customer Service Online Training

ShepHyken

He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. However, this is only possible if they are trained the right way. . Why Your Customer Service Needs Online Training . Determine Customer Training Type .

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ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

And higher attrition means higher sourcing, recruiting, hiring, onboarding, training, and nesting dollars, not to mention the time—usually three to six months—for the agent to reach the desired speed to competency. DO MORE WITH LESS There is a difference between a knowledge base and knowledge management systems.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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5 Reasons CC Training Requires Automation

The rush to deploy technology addresses only half the training equation. With automation and digitizing training, we can scale performance-based training and deliver more job-ready employees by automating the repetition, feedback, and reinforcement they need to build confidence and develop the skills required to perform better.

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Need to More Effectively Manage Your Call Center?

Enrich agent and supervisor training. TASKE shares how you can rewind your real-time dashboard and watch agent and team activities in the past. In this infographic, you will learn how to: Improve call center KPIs. Streamline compliance audits. And more!

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The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Tune in on August 1st and you will learn about methods such as: Bootcamp Training. 15 Minute In-n-Out Training. Employee Incentives.and more! August 1st, 2019 11:00AM PDT, 2:00PM EDT, 7:00PM BST

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The Post-Covid CX Powered by AI

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Adapting to a post-COVID world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Also joining is SmartAction, who manages the AI-powered CX for more than 100 brands.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships! Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback?