4 Essential Elements of an Effective Coaching Plan
Coaching plays a vital role in developing effective communication skills for customer service professionals. As a coach, it is crucial to have a well-designed coaching plan that incorporates essential strategies to enhance the performance of your team members. But, what exactly makes an effective coaching plan? In this blog post, we will explore four key […]
From Proficiency to Performance: The BUPLAS Framework
Are you a busy CEO or a high-level manager who has heard the term “BUPLAS” but isn’t sure what it means? In this blog post, we’ll explore what the BUPLAS framework is, why it is more than just a language test, and its key advantages over other language assessments. What is BUPLAS? What is the […]
Technology and Testing for Communication Performance
Are you looking to drive excellence in communication performance within your organization? At the recently held Talking Across the World Conference 2023, our Director of Quality, Ruby Dela Cruz, discussed our insights into the use of technology for communication performance testing, and shared our research on our hybrid approach for testing communication skills. We will […]
BUPLAS Coaching 101: How to Diagnose Communication Issues in Customer Service Interactions
Effective communication is the backbone of successful customer service interactions. As a coach, you play a pivotal role in helping customer service representatives navigate and address communication challenges during their calls. By employing the BUPLAS framework, you can equip your team with the right techniques to diagnose and overcome communication issues. In this blog post, […]
8 Adaptability Skills that Customer Service Associates Should Master
When it comes to effectively addressing customer needs, adaptability strategies can be a customer services associate’s secret weapon. That’s because the ability to adapt allows customer services associates to tailor their approach and responses to meet the unique needs of each customer. Whether it’s accommodating customer preferences, resolving unexpected challenges, or adjusting one’s communication styles, […]
3 Essential Topics for Intercultural Communication Training Programs
As a Training Manager or Trainer, you understand the critical role that Intercultural Communication training courses play in the success of individuals and organizations in today’s globalized world. When done the right way, these trainings can enhance cultural awareness, improve cross-cultural dialogue, and overall positively drive employee productivity. However, identifying the most relevant and impactful […]
How to Build Cultural Intelligence in Communication Training
Cultural intelligence is the ability to understand and interact effectively with people from different cultural backgrounds. It involves developing an understanding of one’s own culture, learning about the culture of others, and using this knowledge to navigate different cultural contexts. However, understanding what culture truly entails and how it influences communication can be complex. From […]
AI in Recruitment Systems: The Benefits, Drawbacks, and the Future
There is no doubt that artificial intelligence (AI) systems are transforming all areas of business, including recruitment. At the recently held Talking Across the World Conference 2023, one of our experts, Laura Ramos, discussed the latest advancements in AI recruitment systems and ways companies can use them to assess communication skills. Through her presentation, she outlined […]
BUPLAS vs. Other Assessments: Key Advantages
There are many types of communication assessments available in the market today. A lot of these communication skills tests measure language proficiency and are commonly used internationally to test English language ability. The only difference is that not all these language tests are suitable for assessing the skills needed for workplace communication. In this blog, […]
10 Useful Tips for Assessing Communication Skills
Effective communication is the backbone of any successful organization. And it’s no wonder that recruiters and hiring managers often put communication skills at the top of their list of requirements when scouting for new talent. However, assessing communication skills can be challenging, especially since it’s a multi-faceted skill that encompasses various domains such as language […]
