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Weird Al Hits a Grammar Home Run

U abrevi8 yur texts? Stop. Spelling, grammar, and proper sentence structure go a long way toward the way people think about you. If you aren’t confident in these areas, take a class... Read More

Video: #CCExpo14 Thought Leadership Panel: Training

Is traditional classroom training still needed, or is gamification now the best way to go? In this thought leadership panel from Contact Center Expo and Conference our expert panelists explore the future... Read More

#ICMIchat Recap: Training the Trainer

How do you encourage leadership in the contact center and identify employees with leadership potential for the future? And when it comes to training tomorrow's leaders, how do you develop material that's... Read More

How to Encourage Leadership in the Contact Center

A contact center leader (whether executive management, director, manager, supervisor, or team lead) should consider these words: how you are perceived is how you are received.  Sometimes leaders forget to remember the... Read More

Video: Training on a Shoestring: What Would MacGyver Do? (Part Three)

Are you constantly looking for ways to do more with less in your contact center? Who better to turn to than MacGyver?!  He was the man who could do everything with anything,... Read More

Can You Read My Mind? 5 Ways Customer Feedback is Changing the Contact Center

Wouldn’t it be nice to be able to peer inside the minds of your customers and find out exactly what they think of you and your products or services? It would be... Read More

Interview: How Pelephone was able to reduce onboard training while increasing the proficiency of new CSRs

Mobile operators around the world are facing great pressures from new regulations that strive to enhance competition and bring down prices. New competitors offering low fixed price packages have completely changed the... Read More

Changing the Face of Call Center Technology

Within the call center industry, new technologies are emerging that help reduce call wait time, direct issues to the appropriate personnel, and ultimately improve the customer experience. That being said, call center... Read More

Become a Learning Organization

Sony was founded in 1946 by Masaru Ibuka (1908-1997) as a small electronics shop in a bomb-damaged department store building in Tokyo. The company had $530 in capital and a total of... Read More

I Understand Your Language

During a recent hotel stay, we were away from the room all day and returned late in the afternoon to rooms that had not yet been cleaned. I called the front desk... Read More

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