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What's missing from most sales call centre training programs

What’s missing from most sales call centre training programs?

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What's missing from most sales call centre training programs? Imagine your first day in your new sales call centre job. Your induction training would probably consist...
Five tips for effective training in contact centres

Five Tips for Effective Training in Contact Centres

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  Five Tips for Effective Training in Contact Centres That old adage “train them, don’t blame them” is a sound concept in theory, because no-one sets...
Mentoring Tips showing elephants walking

How to Pay It Forward – Mentoring Tips

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Mentoring  – Paying It Forward Key Take Out: If you are a manager and you do not encourage your team to get extra help and...
steps to overcome procrastination

6 steps to overcome procrastination

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6 steps to overcome procrastination Understand your WHY We live in a world filled by constant distractions, pressures, mundane routines and endless tasks that all mount...
develop millennials into leaders

3 Top tips to develop millennials into leaders

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For today’s CEOs, effective talent engagement is crucial to the execution of strategy. The rise of digital means that organisational norms are being redefined...
Dealing with difficult customers

Dealing with difficult customers

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From the editor: The continuing increase in digital interactions and automation is leading to a corresponding increase in the volume and intensity of call centre agents dealing...
Skills coaching

5 powerful tips to improve your skills coaching

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5 powerful tips to improve your coaching Coaching is very simple and something we have been doing ever since there was a leader in the...
10 lessons from using a stand up desk for 1 year

10 Lessons from using a stand up desk for 1 year

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10 Lessons from using a stand up desk for 1 year 3 years ago I quit alcohol in the face of massive social pressure and...
service training in a classroom

Taking a chance in Service Training

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Great service doesn't start with the CEO, your manager or your partner. It starts with you. Don't get me wrong, if your leadership team...
compete with a robot in an arm wrestle

Can your contact centre agents compete with a robot?

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Can your contact centre agents compete with a robot? If I were employing contact centre agents today, I'd be asking how my training and development...
planning service training

Tips for planning service training

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Planning Service Training - how to plan smarter, not harder! In this article I'm going to share with you some simple tips that will help...
The most common mistake effecting poor sales and service

The most common mistake effecting poor sales and service

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The quickest way for any organisation to radically improve their customer experience is not to invest in some convoluted change initiative but rather to...
comfortably awkward

Why you should be feeling comfortably awkward

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As a coach of managers and staff at the frontline, the greatest barrier to improvement that I see is fear. Fear is one of...
Live chat training tips

4 common questions when implementing Live chat

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4 common questions when implementing Live chat Are you using live chat in your business? If you’re not already, you should think about it soon....
About Knowledge Management Systems

Everything you need to know about Knowledge Management Systems

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Knowledge Management Systems - All you need to know Having implemented and installed Knowledge Management Systems in past lives I'm already a convert but for...
Looming dispute over ACT Emergency Services call centre

Looming dispute over ACT Emergency Services call centre

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Canberra plans to overhaul the 000 call centre next year and replace the current firefighters who handle the calls with god forbid, civilian trained...
Live Chat Etiquette - 13 great tips

Live Chat Etiquette – 13 great tips

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Just like on a call, live chat etiquette plays a huge role in the success of your customer experience. Professional and authentic interaction with customers goes...
Emotional fitness: The new corporate competency to drive customer advocacy

Emotional fitness: The new corporate competency to drive customer advocacy

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In today’s competitive corporate world, emotional fitness is key to driving customer advocacy on the frontline. In the aftermath of digital disruption, the services sector...
Call centre games to boost performance

4 Call centre games to boost performance

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Whilst its great to play some call centre games and activities to boost morale and make the workplace more enjoyable, a bit of competition...
Digital Customer Care conference 2016

Key Learnings – Digital Customer Care Conference

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Digital Customer Care, Contact Centre and Experience Forum, Sydney March 30-31 2016.  This conference was promoted by a new player in the Contact Centre space,...
right person, right role

Right Person, Right Role; Don’t leave it to chance.

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Blogger, Dan Campbell, on www.talentmgt.com, suggests there is much more to the decision making process for new leaders in your organisation than simply selecting...
training and development in a classroom

Ongoing Training and Development in the Workplace; Why is it so Important?

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When we think of training and development in the contact centre, we often think of the programs we run for new hires. Whilst these...
virtual call centre training

Virtual call centre training: The way of the future

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New technologies have allowed call centres across the globe to undergo substantial transformations over the past decade. New technologies are consistently being developed to...
Always a great call centre party in Sydney, Workforce Optimisation Week

There’s a call centre party in Sydney coming up

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Admittedly its a bit of a plug but theres a call centre party in Sydney coming up at the Workforce Optimisation Week 2015 and...
customer personas

5 Customer Personas to Improve Contact Centre Efficiency

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Customers today demand a more personalised experience when it comes to brand interaction, and yet the majority of customers prefer not to part with...
horses or tanks - which agent are you?

Horses or Tanks – which agent are you?

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Call centre agent skills are changing fast so Horses or Tanks - which agent are you? As our contact centres evolve for the digital...
How important are agent soft skills

How important are agent soft skills?

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Have you ever wondered about how important are agent soft skills? Are you adding the 'human' experience to your customer experience? With every contact your...
Understanding the stages of forming a new team

The stages of forming a new team

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Are you aware of the stages of forming a new team? Anyone who's ever been part of team -ad hoc, standing, special or otherwise-...
4 tips to develop effective Team Leaders

4 Tips to develop effective Team Leaders

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Team Leader. It's a challenging role, balancing the needs of the people against the needs of the business. Team Leaders can be called upon...
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