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Money Down the Drain: Is It Worth Training These Employees?

Steve DiGioia

Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. Was it worth training these employees or was it money down the drain? Employers invest significant time, energy, and resources into training new hires, only to see them leave shortly after.

Training 130
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Free Customer Service Training for your Employees / AA Cut 600+ customer facing employees To Improve Customer Service / Your Company’s Biggest Expense / United Airlines Enforcing Flight Attendants Engagement

The DiJulius Group

Your Company’s Biggest Expense is Unhappy Customers What is a better investment—advertising or customer service training? One study showed that organizations worldwide spend $500 billion per year on advertising compared to only $9 billion on customer service training. That’s a pretty big disparity.

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6 Customer Service Training Ideas for Improving Agent Engagement

Stella Connect

Customer service is one of the most significant differentiators between your brand and the competition, but its success solely depends on the performance of agents on the front lines — which is why your training program needs to include initiatives that improve agent engagement. Where agent engagement trends, the other areas follow.

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Deep CX: My Discussion with Lucas Fuentes, Vice President of Training & Development at ONQ

BlueOcean

I got to sit down with Lucas Fuentes, Vice President of Training & Development at ONQ, a global leader in outsourced revenue cycle management. Lucas himself is an international award-winning training executive with a law degree from Universidad de Panamá. That’s one of the main reasons I couldn’t wait to talk to Lucas.

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[Live Webinar] Creating Delightful Customer Education Programs that Drive Business Outcomes

Speaker: Daniel Quick, Head of Customer Education, Asana

Every day, customers are faced with a multitude of different, often competing, priorities and your training program is no exception. Therefore, it’s critical that both your content and your learning experience are highly engaging, especially when training is voluntary, as it often is for customers. Can't make it?

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How to Prove the ROI of Your Online Training Program

Gainsight

As a training or operations professional, you’ve probably faced plenty of questions regarding ROI (return on investment) from colleagues when evaluating an online learning initiative. For online training programs, data plays a critical role from beginning to end. Let’s start with the business success metrics for workforce training.

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The Pivot to 100% Remote Training in the Contact Center

BlueOcean

The key, of course, was that everything, including agent training, had to pivot to a virtual environment. Before the pandemic, we at Blue Ocean had conducted less than 10% of our frontline training in a fully remote model. It’s been a wild ride, but we successfully pivoted to 100% remote training for our operations.

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Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

Couple that with a potentially volatile economy and it's clear that organizations must invest in innovative approaches if they want employees who are engaged and informed enough to significantly improve the customer experience and eliminate the high costs associated with agent attrition.

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Authentic eLearning Localization: Challenges and Best Practices

Speaker: Chris Paxton McMillin, President of D3 Training Solutions

billion potential customers in the world, personalizing training seems logical. People prefer to learn in their native language, so localizing eLearning helps truly engage learners and gives them that much-needed sense of inclusion. Can you imagine what a straight translation might do to your course? and over 6.7

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Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

One great way is scenario-based training. You may think scenario-based training sounds expensive, but this exclusive webinar will change your mind. We'll explore how to optimize learner engagement by adding scenarios to your training, regardless of your budget. So how do we fix this? Don't miss out - save your seat today!

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Virtual + Engaging: How to Bring Classroom Training Online (with Infographic)

10 tips for virtual contact center training that makes at-home workers feel part of the crew while they learn. Download the article to get your virtual training best practices!

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Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that mitigates the concerns of current agents and halts any potential issues that may arise with new hires. How working in different environments can potentially affect agent engagement. New ways to improve the engagement of your agents.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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Promoting Customer Success with Diverse Learning Channels

Speaker: Chrissy Irvine, VP Customer Success, SmashFly, and Hannah Leary, Customer Success Operations Specialist, SmashFly

Self-service options enable students to engage with training on their terms - at a time, location, and pace that works best for them. For recruitment marketing company, SmashFly, training related to the company’s product and industry are crucial for driving customer success and retention.

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What Do Your Employees Need to Provide Outstanding Customer Experiences?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center today is truly an Interactive Engagement Center and the most customer-focused area in your organization. Companies can achieve high customer satisfaction and loyalty when there is appropriate training, coaching, measurement/reporting, and organizational collaboration. The role of your employees is paramount.