BenchmarkPortal’s Learning Channel+ is a subscription-based microlearning library built for contact center agent training and coaching, featuring 50+ workplace-friendly videos in approximately ...

Call center training is changing. It's becoming more sophisticated as better tools come into the environment. It's also become more long-term, stretching out beyond the initial hire into the realms of ...

E-learning software has been around for nearly as long as the Internet, and has seen wide application in both business and higher education. But it wasn’t until about five years ago that it started ...

Leveraging the latest omnichannel contact center technology solutions can dramatically improve performance and customer experience. However, technology is only part of the optimized performance ...

Great customer service training can help agents turn everyday interactions into memorable experiences and set your brand apart from the competition. Future skills focus. Equip customer service teams ...

Today's contact centers are fine-tuned machines, with no penny wasted and every customer interaction optimized. Before founding Zenarate, I led contact centers at large financial institutions. During ...

SAN FRANCISCO--(BUSINESS WIRE)--The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils the ...

Back in our February issue, we discussed the results of a recent SSPA survey of top performing agents. One of the survey's key messages was that: “Simply put, top talent gets more training on an ...

Soft skill training – especially in the fundamental art of listening to the customer – is overlooked far too often by contact center organizations. The CSR’s proficiency to convey product information ...

CALL CENTER TRAINING: From left, Michelle Myers of Pink Callers, Angie Snow of Snow Business Coaching, and Erica Leonor of The Amzi Group are among those involved in the CSR Academy's live training ...

Nina Kawalek, President and CEO of the Resource Center for Customer Service Professionals (RCCSP), has just announced the schedule for training throughout the Caribbean and Latin American (CALA) ...