Sharon OatwayAug 16, 20228 min5 Common Call Center Training Design Mistakes ... and How to Avoid ThemLearn the five most common mistakes L&D professionals make when developing contact center training.
Sharon OatwayMay 18, 20229 min10 Tips for a Great Call Center Agent Training ExperienceAs more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.
Sharon OatwayJun 17, 20215 minThe Importance of Call Center Schedule AdherenceIn a call center, lateness and absenteeism can wreak havoc on schedules and customer wait times. Most agents don’t understand the impact the
Sharon OatwayJan 22, 20217 minWhy aren’t we hearing more EMPATHY in customer service?This article explores the impact empathy has on customer service interactions. True empathy involves using our feelings to understand the f