Call Center Training Evaluation
Top 6 Reasons Why Communication Training Programs Fail
If you have found yourself wondering what can be done to make your communication training more effective, you are not alone. Many organizations spend days and sometimes weeks training agents how to effectively interact with customers. Yet when they hit the floor, business metrics like CSAT or NPS show all too painfully that something is wrong. […]
3 Steps To Improve Your Language Assessment In Recruitment
Communication assessments in recruitment play a crucial role in helping recruiters hire the right talent for their organizations. With a proper assessment in place, it is easier to identify top communicators – the ones who are likely to establish a connection with customers fairly quickly and the ones who can perform even in the most […]
How Effective Is Your Recruitment Process
Recruitment is a constant balancing act between not hiring underqualified candidates, and not rejecting the qualified ones. With such high stakes, it’s both surprising and worrying how poor many hiring and assessment practices are out there. So, given the complexities of recruitment, how can organizations ensure that their process is effective and that they are […]
4 Essential Things To Check When Evaluating Training Materials
When we talk about process and communication issues, most leaders admit that they often resort to training as the first solution. And why not? With a solid training program, you can easily improve performance, address communication breakdowns, and disseminate process updates. So the benefits are many. While we all know trainings are a must, creating […]
How To Use Elearning For Communication Training
Next. Next. Next. It’s the awful “I just want this to end so let’s click next” experience that all professionals go through when completing a mandatory elearning module. It’s a question worth asking. If we have progressed so much in technology, then why not make elearning at least useful and pleasing? The truth is, much of […]
Why Train? 3 Things That Simplify Training Needs Analysis
When the mountaineer George Mallory was asked why he was attempting to climb Everest, his response was ‘because it’s there’. This simple 3 word sentence has enormous power when used to justify a fairly unjustifiable ambition. In the field of corporate training, we often look at customer problems as our Mount Everest to climb – […]
How To Assess For Success In Offshore English Skills
**This article is reposted with permission from Dr. Jane Lockwood – Training Industry Magazine** A high standard of spoken English is a key commodity in contact centers and shared services, but achieving this standard can be a challenge in offshore operations, where customer service representatives (CSRs) speak English as a second or even third language. […]
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Virtual Team Management
