Why Every Employee Needs Customer Engagement Training
One of my favorite customer service quotes is by Karl Albrecht, founder of the Aldi supermarket chain, who wisely said, […]
2
Dec
Archive Tag: agent training
20
Nov
Storytelling is a Trojan Horse for Customer Experience Learning
What is storytelling, and why is it an important tool to have in your CX Toolbox? In a post I […]
16
Sep
Is Agent Training On-Board Your CX Train?
Whether you call it employee development or skills enhancement, it’s all about training our agents and leaders to be successful with […]
26
Aug
3 Must-Haves for Workforce Management Success
Workforce managers don’t have it easy. Not only are they responsible for accurately forecasting call requirements per half hour by […]
24
Jun
Special Sauce for Lower Contact Center Attrition
You know the drill. Agents don’t get the training they need. Performance suffers. They lose confidence and become unsatisfied, and […]
14
Apr
The Most Important #CX Training Tool for Your Business
Can you name one of the most powerful and most important customer experience training tools available to your organization? If […]