Training The Virtual Contact Center
MiaRec
JUNE 24, 2022
Cisco Live! Was an eye-opening and exciting event for our team, and the feeling on the ground was electric.
Training Related Topics 
77 
How to spot and act on agent training opportunities
NICE inContact
DECEMBER 27, 2021
Training agents to be digitally fluent is a widespread opportunity. To get you started, download "The Ultimate Guide to CX Agents: Hiring, Training, Onboarding, and Measuring Contact Center Agents in a Post-Pandemic Digital World."
Join 144,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
29 Customer Service Training and Coaching Tips
Stella Connect
JANUARY 4, 2022
And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. These are the top- and bottom-line benefits your coaching and training programs should deliver.
Who Desperately Needs De-escalation Training?
Myra Golden Media
JUNE 27, 2022
That’s right… you NEED DE-ESCALATION training like the Sahara Desert needs a rainstorm! Like water is to a desert, my De-escalation Academy is to customer support teams who serve challenging customers. Need I say more? . Head over to De-escalation Academy to learn more!
The Why, What, & How of Transitioning to Virtual Training
Advertiser: Skilljar
In this guide, we’ll explore the key characteristics of on-demand training and delve into the benefits of this method for students.
VIDEO: Adequate Training for Omnichannel Personalization
NobelBiz
MARCH 24, 2022
Richard has considerate training advice regarding this. The post VIDEO: Adequate Training for Omnichannel Personalization appeared first on NobelBiz®. For successful customer support, omnichannel personalization has become the norm.
Learning the Benefits of Virtual Training
Integrity Solutions
MARCH 20, 2020
Benefits of Virtual Training. For clients, flexibility of delivery is a benefit of virtual training delivery. Less time out of the field – Virtual training reduces time out of the field by 50% (to/from traveling). So, virtual training has many benefits.
Training Needs Survey Questions for Employees: Examples (+ Free Template)
SurveySparrow
MAY 13, 2022
That’s why we have training needs survey questions for employees. In general, there are two types of training surveys: Pre-training surveys : Also known as training needs surveys or training needs analysis. We will: Learn all about a training needs assessment.
Training Contact Center Agents to Multitask
NICE inContact
FEBRUARY 11, 2020
As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask.
Customer support training is way too passive
Kayako
AUGUST 27, 2015
There are quite a few things that limit the value of lesson-based training sessions: it’s a form of passive learning; it’s usually tailored to a group rather than an individual; and it doesn’t happen regularly. Even after plenty of training, many support reps still feel grossly underprepared to go out and handle customers. Training alone doesn’t instil the methods and techniques that reps need to master real life scenarios.
[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. It’s critical that both your content and your learning experience are highly engaging. In this Skilljar webinar, Daniel Quick, the Head of Customer Education at Asana, will share how he brings his background in game design into Customer Education, and help you do the same.
|
Why coaching beats training in support teams
Kayako
AUGUST 20, 2015
Who loves training sessions? Support reps get a lot of training sessions from the moment they start their job: for product training, new feature launches, soft skills and communication. But at some point, training starts to become less and less effective. These can’t improve through training alone. Too much training hurts. Training by itself offers diminishing returns. Training is great for introducing new topics and approaches.
Behind the scenes: Onboarding and training our customers from kickoff to implementation
NICE inContact
JULY 29, 2021
The main feedback that the education and onboarding team receive post-training is regarding the positive relationship our customers build with the trainers and onboarding managers they work with. The success and satisfaction of our customers is our primary focus.
How to Train Remote Agents
UJET
MAY 19, 2020
Proper training and onboarding for support agents not only helps them get up-and-running faster and more efficiently, but it can also be the difference between an average and a great customer experience. Interactive Training. Leveled Training and Targeted Coaching.
7 Customer Service Training Tips Every Manager Needs to Know
Stella Connect
JANUARY 26, 2022
It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know. Examine the customer service training that agents receive. Listen up, managers.
6 Ways to Secure (More Of) a Budget for Your Customer Education Program
Advertiser: Skilljar
Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!
Best places for customer service certification & training
GetFeedback
MAY 12, 2021
Learn why earning a customer service certification will benefit your business and find organizations offering training and certifications. Guides
Super Agents Needs Super Training: Create and develop highly trained and skilled agents
NICE inContact
MARCH 26, 2020
It doesn’t help that it’s hard to find, train, and retain qualified agents. Even when they get folks to sign on, training takes too long, and time to proficiency can be even longer… if the agents stay long enough to get there!
How to Train Remote Agents
UJET
MAY 19, 2020
Proper training and onboarding for support agents not only helps them get up-and-running faster and more efficiently, but it can also be the difference between an average and a great customer experience. Interactive Training. Leveled Training and Targeted Coaching.
Virtual Training Facilitation Requires a Unique Skill Set
Integrity Solutions
AUGUST 10, 2020
Virtual training is here to stay, and to get the full advantages of it, your facilitators need to go beyond knowing the material and having classroom experience to develop an entirely different skill set (and mindset). That’s particularly important in virtual training sessions.
Just launched! 2020 Customer Education Benchmarks and Trends Report
Advertiser: Skilljar
Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.
6 Customer Service Training Ideas for Improving Agent Engagement
Stella Connect
JANUARY 12, 2022
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.
Course Release Announcement: Spartacus Developer Training - 4.3 Release (C4H370)
SAP Customer Experience
JUNE 20, 2022
C4H370 – Spartacus Developer Training Target Audience Developers Technical Consultants Technology Consultants Course Description Spartacus is a lean, Angular based Javascript storefront. frontend javascript spartacus SAP Commerce SAP Commerce Cloud TrainingOn behalf of the SAP Customer Experience Enablement Content team, I am pleased to announce the official release of the new Spartacus Developer course based on version 4.3:
Incremental training with Amazon SageMaker JumpStart
AWS Machine Learning
JUNE 9, 2022
SageMaker JumpStart provides one-click fine-tuning and deployment of a wide variety of pre-trained models across popular ML tasks, as well as a selection of end-to-end solutions that solve common business problems. Incrementally train the fine-tuned model and redeploy.
Training Solutions That Can Improve Your Customer Service Management Style
CSM Magazine
APRIL 25, 2022
If you want to further develop your customer service management style, there are training solutions out there that can improve your talents and create a better working environment. This article looks at some of the best training solutions in more detail. Mental Health Training.
Badges, Certificates, and Certifications: A Comprehensive Guide to Credentialing
Advertiser: Skilljar
Certifications can be a huge pillar of Customer Education programs, but they can also be really daunting. In this guide, we will explore the world of credentials in-depth and how they relate to customer and partner training programs.
Customer Service Training is Not What You Think it is
ShepHyken
MARCH 25, 2020
They do customer service training during the onboarding process. Communication is a big part of keeping the “magic” going, and to do that you must consider ongoing training. By ongoing training—and this is important—I’m not referring to pulling everyone away from their normal responsibilities for a half-day or full-day (or more) once a month or once a quarter—although some companies do that. Customer service training doesn’t have to be so formal.
5 Ways A KM Platform Reduces Employee Training Costs
Knowmax
MARCH 29, 2022
The post 5 Ways A KM Platform Reduces Employee Training Costs appeared first on Knowmax. KM Software Learning Management employee training cost reduce employee training cost training cost
Why Customer Service Training Is Essential
Customers That Stick
JANUARY 15, 2018
Customer Service Blog customer-service-trainingWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
Collaborative Learning Is A Major Benefit Of Virtual Training
Integrity Solutions
SEPTEMBER 1, 2020
In the past, getting top-level buy-in for virtual training was often an uphill battle. It wasn’t easy to convince leaders that training, particularly in soft skills areas like sales and service, could be conducted effectively without everyone being in the same room together.
Customer Education Maturity Model: How Customer Learning Programs Create Value
Advertisement
The Customer Education Maturity Model was developed from an extensive industry study and delivers a comprehensive guide to moving the needle on your program including a roadmap for growth and the common stages, and barriers, of program development.
Call center training time comes down with these 7 technologies
TechSee
JUNE 4, 2019
Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Call center training priorities. Agents have different strengths and weaknesses and training modules must be responsive to their requirements.
Top 4 Tips to Train Customer Service Agents Remotely
Comm100
MAY 19, 2021
So how can you train and onboard your customer service agents when they are working remotely? If you’re onboarding new agents, you also need a platform that will help you train your agents from afar.
Semantic segmentation data labeling and model training using Amazon SageMaker
AWS Machine Learning
JUNE 28, 2022
With this algorithm, you can train your models with a public dataset or your own dataset. Using the semantic segmentation algorithm to train a model and perform inference. This naming convention helps the algorithm associate a label with its corresponding image during training.
Choose your battles wisely – Conflict Resolution Training for Managers
Myra Golden Media
JUNE 17, 2021
For Jack Cooper University , I produced a ten week conflict resolution training. Here’s our week eight video training. I loved every minute of this interactive training project! Jack Cooper’s managers are ready to preempt escalations and manage conflict.
Need to More Effectively Manage Your Call Center?
Advertisement
TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!
How to Create the Best Customer Service Training Program for Your Contact Center
Stella Connect
JANUARY 20, 2022
Looking for ideas for how to create the best customer service training program for your contact center? So there’s no time like the present to create the best customer service training program for your contact center. 4: DON’T: Pass on group training altogether.
Let's personalize your content