25 Feb 2014
home-shore-training, best-practice-training, virtual-agents

  Engaging a virtual audience can be a challenge, particularly when your audience can be easily lost to thoughts about errands to run, things to do and generally anything other than the topic at hand. Fortunately, this does not have to be the case. By utilizing well thought-out presentation techniques, you can successfully engage your […]

15 Oct 2013

Recently I discussed how to have some fun while still providing excellent virtual training with a blogger from Software Advice. The blog was a follow-up piece to a TechCrunch article that outlined several tactics that Apple uses to make training fun. I totally agree that training should be fun! After all, we know it makes […]

09 Jul 2013
work_at_home, summer_vacation_work_at_home_jobs, best_way_to outsource_jobs, best_customer_service_call_center_offshore

Ah, summer! That time of year when we all head to our favorite place and enjoy time with family, friends, and loved ones. Unless your company has a moratorium on summer vacations, you may find yourself in the unenviable position of continuing “business as usual” even though there are many folks out enjoying a summer […]

15 May 2013
remote_educating_call_enter_agents, best_way_transmit_culture_offshore_agents, call_center_education

After hiring the best agents, how do you guarantee that the training methods you have in place are going to in effectively imparting knowledge? The trick is to ensure that the agents receive the best information in the most effective way. If you are looking for a way to spice up your virtual training, consider […]

25 Apr 2013
educating_the_right_number_of_agents, educating_work_at_home_agents, providing_education_work_at_home_agents

Class size is a matter of significant importance for organizations looking to maximize the value of virtual agent training and development programs. Failure to take this into account has the potential to lessen agent comprehension of vital information. This could result in both decreased company efficiency, and lower levels of service for clients. To ensure […]

19 Mar 2013

Delivering quality training goes beyond talking at the front of a room. It requires significant forethought into how each individual will learn the information, and then developing a well-rounded curriculum that supports every learning style. If there is no physical room and the training occurs virtually, understanding different learning styles is even more critical. To […]

13 Dec 2012

This time of year can be overwhelming for many, creating extra pressure in their already stressful lives. Unfortunately, this stress can also bleed over when they interact with a contact center agent. Regardless of the type of transaction, terse conversations can occur via chat, email or good old telephone. When that happens, it is up […]