5 Ways to Foster Emotional Intelligence
The workplace is filled with four-letter words. “Work” itself is one. Also “hire” and “fire.”
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Developing Gold Medal Agents for Your…
The Olympics are in full swing and there is nothing more exciting than watching athletes who have dedicated so much time, effort and energy to…
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Amazon’s Mayday Button Sets a New…
Just when you thought customer support was going the way of self-service, Amazon introduces a new level. The Kindle Fire Mayday button offers customers the…
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Develop with Style – Learning Styles…
In this online, get it now, instant gratification world we live in, delivering training, particularly on difficult or complex topics, becomes an interesting challenge. Break…
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Looking to Improve QA Coaching? Go…
It is not unusual for quality assurance teams to get into a routine. Evaluate transactions, provide feedback, look for all the good parts and then…
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Looking for Ways to Improve Performance?…
e-Learning is an important part of continued improvement and performance for all virtual contact centers. In addition to creating sessions that engage all learning styles,…
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Beyond the Numbers – Quality Assurance…
The merging of training and quality assurance (QA) programs strengthens virtual contact center agents. At first glance, this merger may seem contradictory since QA is…
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Training for the Future
Have you noticed that we are currently in a professional environment that expects people to come completely prepared? Job postings now have a litany of…
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Quality & Training – Like a…
Training is such an important component of preparing atHome™ agents to not only accept transactions, but to empower them to provide service excellence. Understanding the…
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Beyond the Metrics: They are People,…
Metrics are good. They give a snapshot of the state of a contact center. Whether its hold times, average handle time, or first call resolutions,…
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Transitioning Knowledge – Beyond Basic Training
When you envision training new hires in a contact center, you think about the first few hours being all about the basics. Typically the training…
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