Using Motivation to Create an Adaptable Team

I recently stumbled upon an article on designing for motivation and it got me thinking about the effect I have with the learning content I create for our contact center staff. I'm responsible for getting people to do what we need them to do to keep our business going. Starting from new hire on-boarding to … Continue reading Using Motivation to Create an Adaptable Team

5 Tips for Training Contact Center Agents

Recent studies suggest that 66 percent of customers, when calling a contact center, expect to speak to someone that is friendly. They find the agent demeanor more important than fast resolution or shorter hold times. How can you ensure your agents provide warm, helpful support over the phone? Provide them with clear guidance and ongoing … Continue reading 5 Tips for Training Contact Center Agents