Improve Agent Performance and Customer Satisfaction with Analytics
By Kevin Beale One of the biggest challenges we face in the call center industry is hiring, training, evaluating, and retaining agents. When a call … Read more
Training Call Center Agents
Components of Successful Outbound and Inbound Telemarketing Training
By Claire Coffman In today’s ultra-competitive landscape, businesses place a greater emphasis on customer satisfaction, retaining customers, and providing world-class customer service. Tailoring training programs … Read more
Telesales Best Practices: Three Tips to Improve Telesales Training
By Angela Garfinkel When it comes to telesales best practices, evaluating your training program is typically at the top of the to-do list. Telesales training … Read more
How Automated Analytics Can Elevate Agent Performance and Experience
By Brad Snedeker As a business process outsourcer (BPO) or outsourcing contact center, your agents serve as the face of your clients’ businesses. Low performance … Read more
Why You’re Not Getting the Most from Your Training Dollars
By Kate Zabriskie Each year, organizations waste thousands of dollars on training that doesn’t deliver what the people who bought it thought it would. Consequently, … Read more
Overcoming Call Reluctance, Part Two
By Kathy Sisk In part one we discussed the first weakness of call reluctance: agent fears. Now we’ll discuss prospect’s fears. Most outbound agents don’t … Read more
Seven Tips to Minimize Risk and Improve the Patient Experience
By Michael Dozier According to Statista, the percentage of businesses worldwide using a call center in the Americas is 66 percent. However, according to the … Read more
How to Make Good Training Great in a High-Turnover Industry
By Stephanie Jones If you’ve made a management career for yourself in a high-turnover industry, you’ve probably found yourself frustrated about training. After all, training … Read more
Keep Your Call Center from Suffering a Privacy Incident
By Sachin Kothari Call center managers have plenty to worry about. Just recruiting and keeping staff, watching margins, and managing stakeholders (external or internal) can … Read more
Three Steps to Establishing Positive Training ROI
By David Mathews Training is one of the last remaining areas in business whose value and ROI are taken on little more than faith. We … Read more