About CCA / 877.535.0707
Log In Join Now
Membership / Events / Training / Resources / Publications / Get Involved

Training


Will All of the Practicing Adults Please Raise Your Hands?

Thursday December 9th 2010 4pm Rated 2 2 Comments Management Manager Team Coaching Culture Training
For some of us that have been in this business for years (alright, over 20 years), it appears that some of our colleagues have become whinny children incapable of thinking about anyone but themselves. Where did all of the practicing adults go?
Community

Wisconsin Physicians Service

Wednesday August 25th 2010 1pm Rated 0 1 Comment Customer Feedback Inbound Management Training Contact People
WPS uses emotion detection, word spotting and analytics to break down interdepartmental barriers and improve service.
Community

10 Secrets of the Well Trained Service Representative

Tuesday November 29th 2011 12pm Rated 5 0 Comments Management Training Agent
Customer service today is so much more than just a smile. In today’s market the service or support department is a complex environment and requires a service professional with multiple skills. It takes a person who has excellent communication skills (think social media, email, web chat, telephone and face to face ), a deep understanding of company specific product, policy and procedures knowledge, and yes, strong customer service soft skills.
Community

Who Has the Toughest Job in a Contact Center?

Thursday March 3rd 2011 12pm Rated 5 0 Comments Management Supervisor Team Morale Motivation Call Monitoring Training
If you guessed “supervisor,” you would be correct. In this article, we’ll discuss some of the tasks and responsibilities that supervisors face. More than in most organizations, the quality of a contact center supervisor can make an employees’ work life pleasant or miserable. A good supervisor can be a friend, mentor, sergeant and the person closest to management. At the same time the supervisor also has to discharge a host of responsibilities related to the operation of the contact center.
Community

Employee Retention: Do you have what it takes?

Monday February 20th 2012 12am Rated 2 0 Comments Coaching Continuous Improvement Employee Engagement Improvement Manager Motivation Retention Supervisor Training
In a tough economy, it may not seem like employee retention is a concern. What employers don’t realize is unhappy employees have a plan. The second the economy picks up or another position opens, your staff will flee and leave the company high and dry. It’s time to check-in with employees and see what it’s like to work at your company. Put yourself in their shoes. What is it like to work for you?
Community

Five Phrases We Should All Embrace

Monday March 14th 2011 12am Rated 1 0 Comments Contact Customer Service Training
Every industry has its own language. Terms, acronyms, and phrases help define a profession as unique and specialized. Contact centers are no exception. We have a language we all use to help us more easily connect with like-minded leaders at seminars, conferences, and other networking events.
Community

Five Phrases We Should All Embrace

Thursday February 17th 2011 11am Rated 1 0 Comments Agent Training
Every industry has its own language. Terms, acronyms, and phrases help define a profession as unique and specialized. Contact centers are no exception. We have a language we all use to help us more easily connect with like-minded leaders at seminars, conferences, and other networking events.
Community

How to Be a Good Contact Center Agent

Wednesday November 17th 2010 9am Rated 1 0 Comments Management Manager Agent Team Training
This article will discuss how an individual contact center agent improve their careers. Recent customer service scores indicate, that there is room for improvement by contact centers.
Community

Jitterbug

Friday August 27th 2010 2pm Rated 1 0 Comments Case Study Culture Feedback Call Monitoring Training
A cellular provider focuses on personal service over phone features.
Community

Sales: Technology is the Great Enabler

Thursday August 26th 2010 12pm Rated 1 0 Comments Cross selling Upselling Knowledge Management Technology Relationship Manangement ACD Agent CRM Customer IVR Reporting Sales Staffing Training Workforce Quality Contact Learning
Technology plays a critical role in cross-sell/upsell success. A look at the tools that support every step of the service-sales initiative.

Audit Your New Hire Training Program

Monday August 23rd 2010 3pm Rated 1 0 Comments Hiring Training Measurement Performance Employee Survey Contact
The first months of employment sets the tone for rep engagement, retention and success.
Community

Need a Cure for the Training Budget Blues?

Monday August 23rd 2010 12pm Rated 1 0 Comments Budget Training Performance Support Tools Development Contact Learning
Five cost conscious strategies to meet your goals with limited resources.

Don’t Let Budget Cuts Damage the Customer Experience

Monday August 23rd 2010 11am Rated 1 0 Comments Quality Training Models Staffing Agent Budget Customer Employee Experience IVR Supervisor Turnover Contact
How can you compromise without sacrificing quality? Ideas to ensure that your contact center keeps delivering on the brand promise.

Building Trust Through Relationship: The First Step to Effective Coaching

Tuesday September 20th 2011 11am Rated 0 0 Comments Management Coaching Training
I very well remember my first days as a call center employee way back in 1986. I hated it. I hated being assertive with customers who did not want what I had to offer. I hated the rejection I was receiving call after call. I hated the feeling of distress that came with the people around me making sales as I consistently fell short. Most of all, I hated the look of disappointment I perceived from my supervisors at the top of every hour.

How to Sell Training to Your Manager

Monday March 14th 2011 12am Rated 0 0 Comments Manager Training
The best employees are not satisfied with status-quo and simply earning a paycheck. They desire career self-satisfaction and advancement.
Community

Five Reasons Training Matters

Monday March 14th 2011 12am Rated 0 0 Comments Training
As a contact center leader you may be faced with the challenge of explaining why training matters to the success of the contact center.
Community

Essential Readings in Training Management

Wednesday September 29th 2010 3pm Rated 0 0 Comments Training Book Review
Books to help you train your team. A must for every resource library...
Community

Events & Training

Tuesday September 21st 2010 10am Rated 0 0 Comments Training Community News
Improve Operations & Advance Your Career

New-Hire Training: Simulate a Real-World Experience

Friday August 27th 2010 3pm Rated 0 0 Comments Hiring Training
Prepare new-hires for life in the call center by replicating the true work environment during the initial training phase.
Community

The Power of Accelerated Learning

Thursday August 26th 2010 11am Rated 0 0 Comments Training Learning Contact People
Boost training effectiveness by actively involving staff in the learning experience. Guidelines for embracing an accelerated learning approach.
Community
36 Items | View Page 1 2 


Advertisement











 

Tweets You Care About


    



Explore STP
About CCA / Contact Us / Advertise / Terms of Use

This site's content copyright © 2010 by Redwood Collaborative Media. All rights reserved.
Contact Center Association™ is a trademark of Redwood Collaborative Media.