To Train or Not to Train
By Rosanne D’Ausilio, PhD According to a recent survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an … Read more
By Rosanne D’Ausilio, PhD According to a recent survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an … Read more
By Mike Mattsen The last ten years have brought a sea of change to the contact center industry from both an operations and technology standpoint. … Read more
By Dennis Adsit, PhD A number of companies are offering scripting tools for agents, and the use of these solutions is expanding. This is a … Read more
By Chuck Boyce How many times have you been confronted with a word, saying, or response in a retail or customer service environment that hit … Read more
By Rosanne D’Ausilio, PhD Tom Peters leads the way in offering strategies for managing during challenging economic times. On his website, he recently wrote, “Instant, … Read more
By Owen Davis Once upon a time, education came in one form–a teacher and a classroom. Although this traditional learning environment is still utilized, today’s … Read more
By Peter Lyle DeHaan, PhD At one time all call centers used a free-form philosophy of recording caller provided information and communication, be it an … Read more
By Patrick Botz Few occupations require as much patience and resilience as that of the call center agent. It’s essential for agents to bounce back … Read more
By Rosanne D’Ausilio Statistics consistently reinforce that the biggest challenge in today’s contact center environment is agent training. Turnover continues to be high, and new … Read more
By Doris Primicerio Like in-house agent training, remote agent training is done much the same way. The applicant fills out an application and takes our … Read more