By Nancy Friedman, Telephone Doctor How important is it to ask good questions? It’s very important. It’s important you use questioning skills to help you … Read more
By Kathryn Jackson, Ph.D. Much has been written about eLearning including the benefits, the approach, and the obstacles. But not much has been written about … Read more
By Rosanne D’Ausilio, Ph.D. Statistics consistently reinforce that the biggest challenge in today’s contact center environment is agent training. Turnover continues to be high; new … Read more
By Elaine Senecal / Illustration by Chris Lewis What do you hear in the voices of your agents? You hear their attitude, health, confidence, and … Read more
By Penny Reynolds Rachel has just finished your company’s agent orientation program and she’s ready to hit the phones. She has passed the product knowledge … Read more
By Carmen Maldonado An alternative to language interpretation or bilingual outsourcing for simple and basic communications is to handle it in-house. Carmen Maldonado of A-1 … Read more
By Marteann Bertrand In conducting research for this article, I discovered that every single one of the last ten issues of Training Magazine had a … Read more