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

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.

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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.

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.

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.

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.

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

Call Center Training Best Practices


Like in any professional field, training provides a neutral environment where staff can learn and practice their skills. Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. As customer expectations are constantly increasing in terms of call center performance , so must the training methods evolve. Below are some of the benefits of deploying effective training methods for your company.

Breaking Down The Challenges of Remote Training & How to Overcome Them


Written By Trey Fischer Trey Fischer of Kat Lan Tat Services spoke to members on how to help training teams go from surviving training with the remote agents to thriving when training remote agents.

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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.

Why Are Contact Centers Cancelling Supervisor Training?

Call Center Coach

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.

Call Center Training Tips: 51 Expert Tips on Training Technology, Agent Onboarding, Ongoing Training & Coaching, and More


Call center agent training is a continuous process; it doesn’t end once the onboarding process is complete. Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that call center activity is in line with broader business objectives. From training technologies to effective […].

5 Call Center Training Best Practices


Behind every great employee is an equally impressive training initiative that helps agents define goals, work strategically, and generally get more done. Implementing a superb training protocol within your company can prove invaluable to its long-term growth and economic stability, while also encouraging employees to feel valued and understood. To ensure that your own call center’s training program is effective, give the following tips and best practices a try.

How to Get the Greatest Agent Training ROI

Call Center Coach

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.

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!

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

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.

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

Coaching and Training: Two Keys to Delivering Excellent Contact Center Service

The Northridge Group

Often, they don’t have the appropriate training, skills, or experience to effectively foster development. What outcomes will a strong coaching and training program deliver? Best practices for contact center coaching and training.

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.

VIDEO: Simulation Training vs Traditional Training


In episode 9, we sit down with Nancy Munro to talk about her impressive career as a contact center simulation software developer and how she approaches the topic of simulation training in the contact center space. The post VIDEO: Simulation Training vs Traditional Training appeared first on NobelBiz®. This is First Contact: Stories of the Call Center.

Learning the Benefits of Virtual Training

Integrity Solutions

Benefits of Virtual Training. For clients, flexibility of delivery is a benefit of virtual training delivery. Other benefits of virtual training that our clients are seeing: Lower investment – 30-50% lower total costs, as travel and expenses for participants and facilitators are eliminated. Companies can maintain their training schedules despite travel restrictions – Sales reps and managers still need to be trained, especially at times when improved skills are needed.

Innovative Training for the Contact Center

Contact Center Pipeline

Training & Development call center contact center learning management system LMS microlearning mobile learning software training technologyFrontline agents are under pressure to perform in a role that has become increasingly challenging due to more complex products and services, constantly updating information, and an internet-savvy, informed customer base.

ALERT: Leadership Training for Supervisors Is Being Disrupted

Call Center Coach

To be intentional and proactive in their response, executives are investing in the transformation of their training courses in leadership for supervisors because the frontline is where the customer-centric battle will be won. If leadership training is provided, it’s typically provided via traditional classroom workshops or seminars that are known to deliver very low return on investment for leadership development, impact and learner interest. Supervisor Training Reset.

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

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

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 […].

Virtual Training Facilitation Requires a Unique Skill Set

Integrity Solutions

Virtual training is here to stay, and to get the full advantages of it, your facilitators need to go beyond knowing the material and having classroom experience to develop an entirely different skill set (and mindset). That’s particularly important in virtual training sessions.

Avoid Supervisor Training Failure

Contact Center Pipeline

What is your training plan for a new supervisor? According to a study by Benchmark Portal, 33% of new supervisors receive no training when promoted. Only 24% have a formal training program developed with their training departments and just 13% utilize a third-party learning program or education. Sadly, fast-food supervisors probably receive more training than […].

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!

Customer Service Training: When you’re done… you’re not done!


So, I took a few minutes to talk to several people about how they were trained. I asked them what kind of customer service training they received from the companies they worked for. It turns out that when she was hired, she went through training. Part of that training included a good amount of time spent on how to deliver good customer service. She went on to say that in the 18 months she had worked at the store, she received no additional customer service training.

Improve Your Contact Center Through Agent Training and Development

Call Center Weekly

How then does a well trained contact center impact customer experience? Higher First Contact Resolution When your staff is well trained, they can provide resolution (when possible) on the first interaction. Improved quality and performance When staff are trained on a continual basis, they move the needle on quality and performance metrics such as CSAT, QA, NPS,QA. With the right training, they can easily apply the best method of communication to those customers.

Three Ways Contact Center Staffing and Training Has Evolved

Contact Center Pipeline

Agent Development adult learning blended learning call center contact center continuous development microlearning performance-based curriculum training programsIt seems like every day we learn about a new brick-and-mortar retail giant that is closing stores across the country. Sam’s Club, Toys R Us, Sears and Macy’s are just a few retailers saying goodbye to physical locations. While some are moving to e-commerce, others are simply no longer competitive.

Training Frontline Leaders

Contact Center Pipeline

Few opportunities exist to get call center management training from a university or other educational institution, so our critical frontline leadership staff consists of those who came […]. Training & Development call center contact center supervisor trainingThere are hundreds of thousands of us working in supervisory and management positions in contact centers… and the truth is, most just sort of “landed” in the job.

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.

Contact Center Supervisor Training – Contact Center Fitness Boot Camp

Call Center Coach

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. Virtual boot camps provide a hands-on and action-based way for contact supervisor training to deliver greater value.

Call center training time comes down with these 7 technologies


Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Call center training priorities. Agents have different strengths and weaknesses and training modules must be responsive to their requirements.

Are You Protected? Why Every Contact Center Needs Social Engineering Training

Contact Center Pipeline

Data security agent training call center compliance contact center customer privacy cyberfraud cybersecurity protocols data security social engineeringImagine there is an angry customer calling your contact center. They threaten to cancel their service. They provide their name and mailing address, but cannot remember their account number or security password. However, they are shouting and threatening to complain on social media regarding supposedly unfair charges to their account.

Collaborative Learning Is A Major Benefit Of Virtual Training

Integrity Solutions

In the past, getting top-level buy-in for virtual training was often an uphill battle. It wasn’t easy to convince leaders that training, particularly in soft skills areas like sales and service, could be conducted effectively without everyone being in the same room together.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Are hiring managers adapting training and recruiting practices to. SERVICE DUE TO TRAINING DEFICIENCIES To meet customer service. onboarding and training customer. highly trained, competent people. are equipped and trained to. and training practices typically. train agents to ensure that their. where additional agent training. TRAINING. hiring, forecasting and training. Hybrid agents: Hybrid agents are trained to communicate.