How To Cultivate a Heroic Workplace Culture

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Unlock the Psychology Behind Intentional Practice for Enhanced Learning

In addition to traditional classroom training, effective learning is essential for agents to grasp the concepts they learn while preparing to handle interactions with live customers.

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Tailoring Training to Agent Learning Styles

When it comes to developing essential agent skills, the conventional classroom-based training model may not be sufficient to prepare agents for the diverse and demanding challenges they face daily.

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Staffing Plan Fundamentals: Setting Service Goals

If customers were willing to wait for help indefinitely (which they aren’t…) then we wouldn’t have staffing constraints! But staffing requirements are driven largely by how timely we want to be for our customers.

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Customer Contact Central