Take a Look at Employee Training – How to Make Sure It Is Worthwhile

August 20, 2010 by Gail  
Filed under Call Center Training

Take a Look at Employee Training – How to Make Sure It Is Worthwhile

By Tony Jacowski

Employees complain when they don’t get training, or they complain when they do. When they don’t get training they grumble that they need it for improved job performance. When they get training, they bellyache that it is dull or doesn’t pertain to their particular job description.

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5 Key Tips to Successful Public Speaking

August 17, 2010 by Gail  
Filed under Call Center Training

5 Key Tips to Successful Public Speaking

By Colette Morris

Public speaking is the number one fear in most people, the number two would be fear of dying for most people. So many people get stressed out at the thought of speaking in public that many of us would like to avoid this problem entirely, but this is hard to do.

If you are a small business owner, or as part of your current job you are expected to provide presentations to others, then you need to get over your fear of public speaking. If we want to be leaders or achieve anything meaningful in our lives, we will often need to speak to groups, large and small, to be successful.

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Eight Ways to Ramp Up Your Employee Engagement Score With Strategic Planning

August 10, 2010 by Gail  
Filed under Call Center Training

Eight Ways to Ramp Up Your Employee Engagement Score With Strategic Planning

By Michele Gervais

In my previous article, I invited you to consider:

* Do my leaders exude fundamental, critical characteristics of a fully engaged employee, such as initiative, passion and accountability?

* What would compel ME to go above and beyond my job description?

* If I had the opportunity to contribute to the development of my organization’s vision and goals, how would this impact my commitment to its success?

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Promoting Employee Training

August 8, 2010 by Gail  
Filed under Call Center Training

Promoting Employee Trainingagents

By Tony Jacowski

A culture of learning is a positive environment that promotes employee motivation. When you plan employee training, it is beneficial to promote your culture as one that is continuously training and learning new things. It is important to be innovative. Change is positive but without a learning environment culture then the changes will be difficult to manage.

Management must be onboard to promote employee training. In order to get management to agree to providing training to staff you need to prove the need for the organization as a whole, or you will never get the funding. Management needs to rally with you when promoting training or the attitudes of the employees will not be positive toward the approach.

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Die in a Fire Or Speak in Public?

August 5, 2010 by Gail  
Filed under Call Center Training

Die in a Fire Or Speak in Public?

Dan Boudreau

“Ninety-five percent of people would rather face death by fire than speak in public.”

I find this easy to believe, because I used to fit begrudgingly into that 95%. In 1989 I went through a curious inner turmoil – I was fascinated by the notion of being a trainer… but deathly afraid to speak to groups of more than two people.

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Hot Tricks For Trainers

August 5, 2010 by Gail  
Filed under Call Center Training

Hot Tricks For Trainers

By Dan Boudreau

‘Hot Tricks’ are all those things a trainer does to bring his or her training sessions to life. We are using the term to include everything from:

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We Waste Too Much Money on Ineffective Training Courses

July 27, 2010 by Gail  
Filed under Call Center Training

We Waste Too Much Money on Ineffective Training Courses

By Peter L Mitchell

There are many aspects of training that can only be effectively carried out on the job. Yet when you look around, you will find hundreds of thousands of training courses and training programs that attempt to train people in skills that involve other people without the other people. See how many training courses you can find on customer service. On Google there are 114 million entries.

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The Need for Call Center Services, Training and Tools

July 25, 2010 by Gail  
Filed under Call Center Training, call center

The Need for Call Center Services, Training and Tools

By Kathy John

While service industry is booming, call center services and training has become very important. A call center is but a telephone-receiving station that serves as customer a voice-based customer support center for various clients. It is a toll-free line that responds to the customer calls and delivers them relevant information. The customer need not have to do the legwork or undergo the tedious process. The call center executive locates the right person, passes customer queries, and keeps the orders/complaints.

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How to Boost Your Training Results

July 12, 2010 by Gail  
Filed under Call Center Training

How to Boost Your Training Results

By Peter L Mitchell

Often an organization recognizes a need to improve their level of customer service, sales, supervision, leadership, emotional intelligence or some other facet of emotional competence. They go through a process of deciding who is going to deliver this training and the results they would like to see.

They are aware of the need for the training and development and are prepared to invest in their staff. Frequently, they are disappointed with the results. The return on their investment has not been very high. They have spent a lot of money putting staff through a two-day program and there doesn’t appear to be a discernible difference.

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Making Training More Effective in Organizations

July 10, 2010 by Gail  
Filed under Call Center Training

By Govindan Ramu

Companies invest quite a bit on the training and development of their employees. On the other hand, there are companies which refrain from investing in training. This is partly because they doubt whether such investments would pay back anything to the organization.

However, today, most managers in companies appreciate the importance of training and want to invest in their employees’ training and development.

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