Blog

Dec 6, 2017

Contact Center: The New Breed of Super-Agents

Transformation is required for contact centers to keep pace with business and consumer trends. The centerpiece of this transformation is a shift to a different type of agent – Super-Agents! Contact centers need new approaches to attract, select, onboard, and engage agents who can engage customers. If you expect to develop the best agents, you may need to rethink your expectations and processes. Start with the end in mind What are your growth objectives over the next three years? Begin developing a workforce plan that outlines the type and number of agents you will need to meet your goals. Evaluate the talent you currently have now, the systems produced it, and...

Transformation is required for contact centers to keep pace with business and consumer trends. The centerpiece of this transformation is a shift...

Nov 20, 2017

Contact Center: You Get What You Measure

These are transformative times for contact centers. There are a few essential activities you might consider as you plan or implement your...

These are transformative times for contact centers. There are a few essential activities you might consider as you plan or implement your...

Nov 14, 2017

The Contact Center Transformation, Part 1: Change is Already Here

When the world changes around us, how do we react? How do we plan for inevitable change? As the rate of business...

When the world changes around us, how do we react? How do we plan for inevitable change? As the rate of business...

Nov 8, 2017

Communication Planning is the Key to Learning Success

How do people at your organization learn about a training requirement or a learning event? Does their manager inform them? Do they...

How do people at your organization learn about a training requirement or a learning event? Does their manager inform them? Do they...

Oct 25, 2017

How Onboarding Drives Employee Engagement

What are the most important things a new employee needs to know?  That’s the key question when we’re creating New Employee Onboarding....

What are the most important things a new employee needs to know?  That’s the key question when we’re creating New Employee Onboarding....

Oct 18, 2017

Why Learning Content Curation Matters

Training departments generate volumes of content. What do you have in your library? Is it up-to-date? Useful? Relevant? Do your people know...

Training departments generate volumes of content. What do you have in your library? Is it up-to-date? Useful? Relevant? Do your people know...

Oct 10, 2017

When Leadership Training Doesn’t Work

I recently read an online article that posited that leadership training doesn’t work. Look at great leaders like JFK and Gandhi, the...

I recently read an online article that posited that leadership training doesn’t work. Look at great leaders like JFK and Gandhi, the...

Oct 4, 2017

The Talent Magnet: How Learning Attracts and Retains Top Talent

According to Forbes Magazine, the US has the lowest unemployment rate in a decade. And the impact is being felt in the...

According to Forbes Magazine, the US has the lowest unemployment rate in a decade. And the impact is being felt in the...

Sep 27, 2017

Creating a Strategic Learning Partnership

I lead a Strategic Learning Partnership with a major Life Sciences client, and it’s a job I love.  My team runs a...

I lead a Strategic Learning Partnership with a major Life Sciences client, and it’s a job I love.  My team runs a...

Sep 19, 2017

How Effective Onboarding Drives Banking Success

Successful new employee onboarding is a challenge for many companies. I hear common questions from clients: “How do we help new employees...

Successful new employee onboarding is a challenge for many companies. I hear common questions from clients: “How do we help new employees...

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