Training Tips for Call Center Execs

Effective training must meet clear-cut and measurable objectives. Here are some solid guidelines for effectively accomplishing this crucial task   Provide agents with step-by-step procedural guides organized by call type. There is no shortage of reference materials for the call-center agent. There are mountains of manuals filled with legal rules, system information, company codes, etc. […]

Voice CBT Training for Call Center Execs

Technology has forever altered the landscape of the classroom. Formats such as distance learning, the virtual classroom and voice-based CBT are attracting a whole new breed of Call Center Trainers and Support Professionals. And yet, while these technological advances increase the number of ways a Support Professional can learn, they also erect more and more […]