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Highly efficient contact centers are one of the most important elements of a successful company. Oftentimes, it is the only contact your customers have with your employees about your company’s services and products.  With your agents playing such an important role in the acquisition and retention of customers, it is always beneficial to invest time and thought when its time to train agents.

Learn to train with effective procedures from experts in the industry.  Find out how starting at the top with solid management programs will give your staff the necessary skills to productively train agents in less time and at lower costs. Be provided with a list of the basic competencies of effective agents and emphasize these guidelines in your own agent programs. Improve the results of your inbound sales and service telephone campaigns with ten beneficial tips that can be applied to all types of services.

Read more about e-learning and see how implementing this growing trend can help contact centers can help agents learn and stay up-to-date at Internet speed while reducing the costs associated with traditional education programs. Read business cases for coaching agents and see how well planned and executed programs will lead to increased productivity, revenue and other beneficial results for your company in the future.

Training

  • Questions to Ask When Considering Training
    - Presented by Caras Training
     1. How do I know if training is the solution to the problems I see in my company?In general, problems in a company are caused by 1 of 3 things: A wrong process that causes time to be wasted or information to be lost or work to be done inaccurately.Wrong tools for automating the processes that cause time to be  Read More...
  • 7 Steps for Building a World-class Coaching Program
    - Presented by Enkata
     Contact centers often invest millions of dollars to help them route, manage, record, and analyze calls and yet spend relatively little resources getting the basics right – managing their agent’s performance. Despite an agent’s direct impact on the customer experience and bottom line, most companies still rely on informal or paper based agent coaching as their primary mechanism to deliver performance feedback. World class service centers have taken an entirely different approach. They have shed their informal coaching practices and have aggressively invested in next generation coaching tools to ensure that they get the most from their people.

    Download “7 Steps for Building a World-class Coaching Program” to read why coaching is a critical process and learn about a detailed 7 step guide to put a “Performance Coaching” program into practice.      Read More...
  • The Post-Recession Call Center – The Focus, the Spend and the Opportunity
    - Presented by Knowlagent
     Learn how to prioritize your investments and tactics to ensure you are positioned for the inevitable upswing and equipped to manage increasing demands in the meantime.

    Based on a survey of more than 100 call centers, this paper outlines:
    • How call centers intend to meet the mandates of the coming year
    • Where the biggest opportunities for improvement are
    • What investments and tactics are planned in 2010 by size and industry
    • Why talent management plays an important part      Read More...
  • The Power of Real-Time Delivery -- Using Agent Idle Time to Improve Service
    - Presented by Knowlagent
     Even the best-managed and busiest contact centers experience unexpected downtime without calls. Using this idle time productively will improve agent satisfaction and service quality while reducing agent-related costs. Delivering real-time, targeted training, coaching and communications during slow periods can alter your contact center’s dynamics – boosting productivity, quality and customer perception.  Read More...
  • Complimentary Guide - 5 Secrets to E-learning and Coaching Success
    - Presented by Ovum and VPI
     5 Secrets to Contact Center E-learning and Coaching Success In today's highly competitive and rapidly evolving marketplace, it's crucial to equip agents with the appropriate skills to respond to customers effectively and efficiently. E-learning and coaching tools are proven to help contact centers mitigate agent churn, reduce staffing shortages and improve performance. This brand new white paper provides proven best practices and groundbreaking techniques for deploying e-learning and coaching solutions in the contact center.  Read More...