Training Related Topics 
Contact Center Pipeline
DECEMBER 14, 2022
Virtual training is here to stay! With many contact centers going hybrid or staying fully remote, how do you ensure training keeps people engaged, encourages interactivity, and effectively improves their skills? To find out, I interviewed five contact center training experts.
ShepHyken
OCTOBER 14, 2022
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 .
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Contact Center Pipeline
JUNE 8, 2021
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.
ShepHyken
MARCH 25, 2020
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.
Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion
In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.
Integrity Solutions
NOVEMBER 29, 2022
While investing in sales training can produce a range of benefits, all of us in sales know it all boils down to the bottom line. Here are the sales training metrics you should be using to measure your success. How to Determine Sales Training Metrics.
Contact Center Pipeline
SEPTEMBER 20, 2017
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.
Fonolo
JANUARY 31, 2023
Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training?
Myra Golden Media
DECEMBER 15, 2022
During the training, I go over what causes situations to escalate and share practical steps you can take to prevent them. Nearly every customer service professional has encountered a livid customer.
Myra Golden Media
JUNE 18, 2021
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.
Advertiser: Skilljar
In this guide, we’ll explore the key characteristics of on-demand training and delve into the benefits of this method for students.
ScreenSteps Call Center
JANUARY 14, 2021
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?
ShepHyken
FEBRUARY 9, 2018
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.
Myra Golden Media
JUNE 8, 2018
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.
Contact Center Pipeline
DECEMBER 7, 2022
Artificial Intelligence Customer Experience Sponsored Posts AI artificial intelligence Csat customer experience CX simulation training speed-to-proficiency upskillingAt contact centers, human interactions matter.
Advertiser: Skilljar
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!
Myra Golden Media
APRIL 28, 2021
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.
Myra Golden Media
JUNE 27, 2022
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!
Transparent BPO
AUGUST 8, 2022
8, 2022 – Heather Sandusky is joining Transparent BPO, a global contact center and business process outsourcer, as vice president of training. The post Transparent BPO Appoints Heather Sandusky As Vice President of Training appeared first on Transparent BPO.
CCNG
MAY 6, 2021
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.
Advertiser: Skilljar
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.
CX Global Media
DECEMBER 10, 2018
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.
Contact Center Pipeline
SEPTEMBER 10, 2020
Training & Development call center training conferencing tools contact center e-learning interactive training online training remote training training design training measurement training ROI
COPC
JANUARY 13, 2023
Training and development functions exist in most contact center operations. Some organizations focus primarily on new hire training, while others also provide ongoing training. Global Benchmarking Series, Contact Center Training and Development. New Hire Training.
CX Global Media
DECEMBER 4, 2018
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.
Advertiser: Skilljar
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 Pipeline
MAY 12, 2022
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.
Integrity Solutions
MARCH 20, 2020
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.
CX Global Media
OCTOBER 15, 2018
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.
TELUS International
MAY 18, 2021
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
Advertiser: Symtrain
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:
ShepHyken
NOVEMBER 1, 2017
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.
AWS Machine Learning
FEBRUARY 1, 2023
Although larger models tend to be more powerful, training such models requires significant computational resources. Today, we are excited to announce official support for distributed training jobs using Amazon EKS and EC2 Trn1 instances.
Peter Lavers
FEBRUARY 27, 2018
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.
Contact Center Pipeline
APRIL 21, 2021
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
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TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!
Myra Golden Media
MARCH 6, 2019
This training is about never having your customers hang up with negative feelings about how you talked to them. Here are 10 Takeaways Your Employees Get From My Telephone Skills Training. This training includes Knowledge Checks. 20 WOW Telephone Techniques Customer Experience Design Telephone Techniques Telephone Techniques TrainingMaya Angelou once said, “People will forget what you said. They will forget what you did.
Contact Center Pipeline
SEPTEMBER 27, 2017
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.
Myra Golden Media
DECEMBER 13, 2017
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.
Contact Center Pipeline
JUNE 22, 2017
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
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.
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