Top 3 Trends for the Future of Contact Center Training

Contact Center Pipeline

The world of contact center training is complicated. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the best possible training program tailored to the training class and industry.

Who Desperately Needs De-escalation Training?

Myra Golden Media

That’s right… you NEED DE-ESCALATION training like the Sahara Desert needs a rainstorm! Like water is to a desert, my De-escalation Academy is to customer support teams who serve challenging customers. Need I say more? . Head over to De-escalation Academy to learn more!


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

The Secret to Training Seasonal Agents

Contact Center Pipeline

Training & Development call center contact center seasonal staff seasonal training staffing temporary staff training“They are just temps,” said one contact center manager describing his seasonal agents. They will be gone in a couple of months!” That condescending attitude was reflected in the seasonal team’s environment. They were crammed into an abandoned conference room filled with computers, phones and wires.

Four Reasons Why Training Today Is Failing Employees

Contact Center Pipeline

Today’s model for training, educating, and preparing our workforce is broken. Training & Development gamification training turnoverThe rapid acceleration of technology and changing workforce calls for something new. Workers today are disengaged and unprepared for work.

The Why, What, & How of Transitioning to Virtual Training

In this guide, we’ll explore the key characteristics of on-demand training and delve into the benefits of this method for students.

Customer Service Training is Not What You Think it is


They do customer service training during the onboarding process. Communication is a big part of keeping the “magic” going, and to do that you must consider ongoing training. By ongoing training—and this is important—I’m not referring to pulling everyone away from their normal responsibilities for a half-day or full-day (or more) once a month or once a quarter—although some companies do that. Customer service training doesn’t have to be so formal.

5 Reasons Call Center Agents Aren’t Learning Enough in Remote Training

ScreenSteps Call Center

Have you noticed that your virtual trainings haven't gone quite as well as your classroom trainings did? And when reps get on the call with an actual caller, they're either getting physically ill or going completely blank — like they haven't just spent 6 weeks in training?

Four Proven Practices to Elevate the Impact of Your Online Training

Contact Center Pipeline

Training & Development call center training conferencing tools contact center e-learning interactive training online training remote training training design training measurement training ROI

Choose your battles wisely – Conflict Resolution Training for Managers

Myra Golden Media

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

How to Make Remote Training Work for New-Hires

Contact Center Pipeline

Our face-to-face new-hire training session, with a median class size of six to seven trainees, typically takes about a month to complete. Training & Development agent development call center contact center COVID-19 new-hire training remote training virtual training

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

The need for excellent customer service training

Peter Lavers

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront. All this upfront training serves to give employees a great leg-up to start their jobs feeling prepared to solve problems and provide the best support possible.

Why Training Programs Fail and How to Avoid It Happening to You

Contact Center Pipeline

We considered starting this article like this: “Two grizzled training veterans walk into a bar…” but that’s not exactly how it happened. We are experienced (not grizzled) training consultants.

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.

Planning for Disaster: 5 Tips for a Bulletproof Virtual Training Plan

Contact Center Pipeline

Training & Development call center contact center online training training plan training technology troubleshooting virtual trainingNothing can short-circuit an online class faster than “technical difficulties.” I’ve seen so many talented facilitators prepped and ready to deliver their carefully planned content—only to lose control of the classroom due to a glitch.

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

Free Call Control Online Training

Myra Golden Media

The outcome of this training is employees who possess the soft skills to make customers feel heard and understood, politely lead conversations and assertively bring calls to closure. Take my Call Control Online training for free, and then share it with your employees. Learn more about my online customer service training. Studies show the average business call lasts 2 minutes longer than it needs to.

Guest Blog: Customer Service Training Ideas to Help Build Brand Advocacy


This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. Customers service training ideas for better brand advocacy. Train your sales team using the right technology.

Training vs. Coaching: Which Is Better?

Contact Center Pipeline

Training and coaching are two different approaches, but people often use the words interchangeably—and even worse, they use the tactics interchangeably. To train means to provide the learner with the tools he or she needs to function. Training & Development agent development call center coaching contact center training

Contact Center Training Isn’t Buddy-Buddy

Taylor Reach Group

A lack of agent training is a sure-fire way of ensuring customers are disappointed. Maybe not today, maybe not tomorrow, but soon and for the rest of your life” Sooner or later this lack of training, knowledge, or experience will adversely impact a customer. By Colin Taylor.

Badges, Certificates, and Certifications: A Comprehensive Guide to Credentialing

Certifications can be a huge pillar of Customer Education programs, but they can also be really daunting. In this guide, we will explore the world of credentials in-depth and how they relate to customer and partner training programs.

5 Best Practices for Training Remote Call Center Agents


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.

Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness

Contact Center Pipeline

Technology analytics call center reporting contact center training sentiment analysis speech analytics text analytics voice of the customerContact centers are complex and unique businesses. Some are five agents strong while others employ thousands.

The Importance of Soft Skills Training Beyond the Pandemic

Contact Center Pipeline

Agent Development call center coaching contact center data analytics empathy real-time feedback soft skills training

Why Are Contact Centers Cancelling Supervisor Training?

CX Global Media

So, they are not eliminating supervisor training, they are just cancelling supervisor training classes and implementing a more modern approach of blended learning. I got a chance to learn more about the “training class” topic with Master Contact Center Trainer Penny Reynolds on the webinar How Do Your Call Center Supervisors Measure Up? While I would love to go out and stand for two days and interact and do the classroom training – you know I missed it actually.

Benchmark Survey: Employee Training in a Virtual World

Share your experience and we’ll send you a free copy of the results so you can see how you compare to your peers. To view the survey, click the “View Now” button below:

Simulation Training: The Time is Now


If simulation training isn’t part of your training regimen now, it will be soon. Today I’m going to show you why I’m so confident that simulation training is in your future and how you can approach the process to gain the most benefit for your call center.

CCNG 195

Learning the Benefits of Virtual Training

Integrity Solutions

Benefits of Virtual Training. For clients, flexibility of delivery is a benefit of virtual training delivery. Less time out of the field – Virtual training reduces time out of the field by 50% (to/from traveling). So, virtual training has many benefits.

VIDEO: Adequate Training for Omnichannel Personalization


Richard has considerate training advice regarding this. The post VIDEO: Adequate Training for Omnichannel Personalization appeared first on NobelBiz®. For successful customer support, omnichannel personalization has become the norm.

5 Best Practices for Designing a Successful Training Program

Contact Center Pipeline

We all want our employees to receive the most effective training, and to apply their new […]. Training & Development ADDIE model Bob Pike call center contact center instructional design PowerPoint training

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

5 Ways to Get More Out of Your Agent Training

Contact Center Pipeline

When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate training is imperative for success. Unfortunately, making time for agent training doesn’t always seem possible. Training & Development agent training call center coaching contact center learning & developmentContact centers are notorious for being extremely busy and agent time is closely monitored to ensure that customers’ calls are promptly answered.

Come Join My Telephone Skills Online Training

Myra Golden Media

I try to make my training easy – for you, your employees, and even for me, by offering it online. I still do onsite training, of course, but online training saves time and money. If you’re serious about making 2018 better than 2017, my o nline customer service training is for your team. Look through course outlines and take a test drive of the training right here. Start training your employees today with a 30% discount and my compliments.

How to Get the Greatest Agent Training ROI

CX Global Media

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. Because of the importance of agent training ROI you will find a large variation of ways that organizations actually conduct their initial or on-boarding agent training strategy. This is going to make training ROI and even bigger issue.

How do you train artificial intelligence?

TELUS International

Every AI and machine learning project requires training in order to excel. Learn what AI training is, how it works and discover some tips for success. Next-Gen Technology

The Conversational AI Journey: What to Expect from Start to Finish

Speaker: Gary Davis, SmartAction CEO

Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center.

Building a Training Strategy

Call Center Weekly

By Elaine Carr, CPLP Several years ago while interviewing for my job at ICMI, an employee asked me, “What’s the biggest training obstacle for contact centers?” When I answered, “Getting people off the phones to do training,” the interviewer threw her hands in the air indicating I scored a touchdown. One thing that will help, though, is having a training strategy. To create a training strategy, begin by understanding your business. CCW Strategy & Planning Training

Training Vs. Skills Development

Contact Center Pipeline

In the Contact Center Challenges & Priorities Report released last month, contact center leaders revealed that one of their top priorities for 2016 is to improve training, focusing on the amount, content and/or the quality. That made us wonder what types of training content are centers currently providing to frontline agents and supervisors? Training & Development agent training call center contact center supervisor training

The Best Way to Train and Guide Agents to Success

Call Design

If agents don’t have proper training and tools, they are not only unable to do their jobs, but may be damaging your brand. Continuous Training . Continuous training is key to a contact centre’s longevity and performance. Vary Your Training Methods.

Call Center Training ROI

Contact Center Pipeline

Which types of contact center training produce the best ROI? In our recent Contact Center Training Special Issue, we asked experts from the leading contact center training providers for their views. Training & Development agent training call center contact center training budgets training ROIHere is what Nina Kawalek, Chief Executive Officer of the RCCSP Professional Education Alliance, had to say. Sometimes the best ROI is the one […].

How Deepgram Works

As more businesses embrace online channel communications, the opportunity to unlock audio data increases. Regardless of whether you are evaluating ASR solutions to get more value out of your call center data, or are just looking to save money on speech transcription, Deepgram is the platform to get you there.