CallCenterBestPractices.com » Call Center Training

We Waste Too Much Money on Ineffective Training Courses

Gail — Wed, 28 Jul 2010 03:50:43 +0000

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

Gail — Sun, 25 Jul 2010 20:39:26 +0000

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

Gail — Tue, 13 Jul 2010 05:28:19 +0000

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

Gail — Sat, 10 Jul 2010 06:20:00 +0000

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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Defining Your Training KPI Effectively

Gail — Mon, 05 Jul 2010 01:11:07 +0000

Defining Your Training KPI Effectively by Sam Miller

Training is an activity where you will be able to acquire skills, knowledge and competencies which is why most companies require their employees to undergo training first before working for the organization.

This will increase the chances of overcoming the challenges and reducing the risks that might arise especially now that the business world is full of competition. In order for the employers to make sure that the trainings and the drills are completely helpful for your company, you need to measure the processes. This can be done by means of using the training KPI.

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The Three Methods of Learning

Gail — Sun, 04 Jul 2010 03:44:34 +0000

The Three Methods of Learning by Craig Twombly

While speaking with a client recently, I was asked to help train her leadership team on how to coach employees. Once we discussed what the needs were, the client asked, “Can we do it in two hours?” The answer to the question is fairly vague – yes and no.

There are several factors to consider when training and one is the knowledge base of the audience and the other is the retention rate you wish to gain.

While some training only needs engagement of the audience, others will only need knowledge transfer. The most important question I will often ask is, “How much do you want the group to execute on?” Each one requires a specific amount of time and will determine if time will allow.

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High Performance Culture Starts With Onboarding New Employees

Gail — Wed, 30 Jun 2010 04:37:31 +0000

High Performance Culture Starts With Onboarding New Employees by Linda Finkle

Every company I know wants a high performance culture. Leaders want employees to be highly productive and perform their jobs well. Makes sense, for sure. The more productive our employees are and the fewer mistakes they make will increase the output. The result is we will be able to get more done with fewer resources.

How do we create a high performance culture, though? It starts with hiring the right people. I’m sure that goes without saying, but the piece that many companies miss is the importance of the onboarding process and the effect this can have on speeding up the time to productivity in new employees.

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Create a Vision For Your Customer Service Training

Gail — Tue, 29 Jun 2010 04:41:55 +0000

Create a Vision For Your Customer Service Training

By Ron Kaufman

During a cold winter season, smart organizations get busy preparing for spring. One way to prepare is to create (or confirm) a clear and motivating vision of what you want to become. Back this vision up with customer service training and other measures and you can transform your business for the better. Your engaging service vision is one of the “12 Building Blocks for a Superior Service Culture” we teach at UP Your Service! College. This vision can serve as a guiding light for customer service training and to focus your efforts now and in the future.

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Why it is Good Business to Take Time For Training – How Team Training Improves Team Performance

Gail — Sat, 26 Jun 2010 03:13:25 +0000

Why it is Good Business to Take Time For Training – How Team Training Improves Team Performance

It is exceedingly (and unfortunately) rare for a supervisor to insist on taking time with a team to make sure that the necessary foundations are in place.

Employees are usually thrown into team situations and expected to perform effectively, both as individual contributors and as members of the team. When workloads are heavy and schedules are full, it may seem almost irresponsible to pull the employees away from their responsibilities for a day to focus on what it means to be a team.

However, team training can introduce the concepts, provide the tools, and build the skills necessary to ensure a productive and harmonious team.

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Call Center Resources: Leadership Training

Gail — Fri, 18 Jun 2010 02:56:46 +0000

When Call Center managers gather to talk about what Call Center resources are necessary to run a successful Call Center, the discussion inevitably turns to the Leadership and Leadership Training.

While that is probably no surprise to most managers reading this post, what may be a pleasant surprise is the Leadership Training material that is being offered at our partner site: Call Center Leadership Training.

Take a look at our video to find out more about the Call Center Leadership Training that is available.

This training program consists of 15 modules with the first being “The Role of a Supervisor.”

By signing up today FREE, you’ll gain instant access to Module One: Role of a Supervisor. This is the same exact module That is offered in our “Leading For Results” program.