training
Career Pathing for Underrepresented Employees in CX
April 07 by Grace GilbertCareer pathing is an essential component of job satisfaction. It's even more important for underrepresented employees. Learn all about career pathing, in and out of the industry, and how you can insta...
Special Report: New Tips for Agent Training & Coaching
October 15 by CCW DigitalAs customer experience leaders look to create more innovative and productive business practices heading into 2022, few concepts are more important than empowering employees through training and coachi...
What Does Agent Engagement Entail In The Automation Age? Comcast Weighs In
February 08 by Brian CantorHow Comcast is pairing technology and culture to create a productive, engaged CX workforce.
5 Biggest Causes Of "Agent Effort" Within The Contact Centre (And Why They Matter)
February 04 by Brian CantorCustomer-centric brands will commit to reducing agent effort in 2019.
Q&A With Hotwire: CX Training Is Not One-Size-Fits-All
August 27 by Brian CantorThis week's double episode offers an important reminder: successful contact center initiatives are not "one size fits all."ServiceNow's Abhijit Mitra, our first guest, reveals the importance of adapti...
Top 3 Contact Center Productivity Gaps You Must Address Right Now
July 30 by Brian CantorA version of the following appeared in CCW Digital's Special Report on Workforce Management. Businesses know they must empower agents to deliver accurate resolutions in a quick and friendly manner....
Call Center Training: 4 Questions You Must Answer
March 12 by Brian CantorThis article is adapted from CCW Digital's Special Report on Agent Performance. CCW Digital's collection of complimentary in-depth, topic-specific special reports is available here.In theory, tr...
5 Signs of a Great Contact Center Training Program
August 29 by CCW DigitalAgents are widely viewed as the heart of the customer experience. They represent the brand when interacting with customers. Their happiness, as the old adage goes, directly drives customer...
8 More Things Contact Center Leaders Must Do In 2017
February 07 by CCW DigitalAhead of CCW winter, we revealed the 8 things contact center leaders must do in 2017. We stand by each of those imperatives, but we also recognize that the transition from caring about customers...
7 Things Good Contact Center Agents Do (That Bad Ones Don't)
February 26 by Brian CantorContact center professionals know an agent is never solely responsible for what transpires in an interaction. Agent demeanor and skill level indeed matter, but they cannot entirely account for the...
3 Ways to Make Call Center Training More Engaging
September 09 by Mitch CauseyThat’s a great quote, Mr. Penney. It yields a nice, warm and fuzzy feeling inside, but can we rely upon our feelings to guide our business decisions? Should we look at statistics instead? I...
Service Done Right: Take a Customer from Hell to Heaven in 60 Seconds
February 13 by John TschohlEvery company makes mistakes that could result in lost customers. I don’t care what business you are in, something will go wrong. But the smart companies know how to recover and turn such cu...