The Hidden Benefits of High-Quality Training

Many contact center managers (and other business leaders as well) allow training to fall to the bottom of the priority list because they consider it expensive, time-consuming and unnecessary. So sometimes it falls by the wayside with the hope that, with some quick on-the-job training, employees will somehow “make it work.” We might even point … Continued


Five Roadblocks to Successful Contact Center Training

A successful contact center training program must arm customer care Communicators with the knowledge and tools they need to deliver a stellar customer experience. It doesn’t happen by magic. Manager-trainers/coaches must strategically design the training program so that it optimizes the commitment of funding, time and effort necessary to create and implement it. To help … Continued