The Case for Better New Hire Training
Too many companies treat new hire training as an unavoidable cost center. In reality, it’s one of the biggest untapped opportunities for ROI in the entire employee lifecycle.
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Why “Boring but Thorough” Doesn’t Work in Training
Trainers may disagree about the whether engagement during agent training is necessary to retain good agents. The truth is that engagement isn’t about entertaining people. It’s about activating them.
Why New Hire Agents Leave Before They Even Begin
Most onboarding programs focus on the logistics of the job. But what those programs often miss is the single most powerful predictor of early retention: belonging.
Why 1:1 Mentorship Beats Slide Decks
For decades, contact center training has leaned heavily on presentations, modules, and slide decks. But anyone who’s worked the floor knows that real learning happens shoulder-to-shoulder, not screen-to-screen.
Retiring the Myth of the All-Powerful AI Agent
The idea of an all-knowing, all-capable AI assistant has fueled a lot of hype. But when it comes to customer-facing service, the dream of a fully autonomous AI agent is still more marketing than reality.
Retention Starts in Training — For Employees and Customers
In contact centers, retention almost always refers to customers. But there’s another side of retention that’s just as important, and often overlooked: keeping your agents.
The Hidden Cost of “Click-Next” Training
Click-through training looks cheap and easy. In reality, it’s one of the costliest mistakes companies make. On paper, the boxes are checked and everyone’s “certified.” But what did your agents actually learn?
Why Training Has to Change for Gen Z (And Why It Benefits Everyone)
The frustrations people point at Gen Z have existed for every generation. Millennials , Gen X, and Boomers have all sat through endless training that didn’t stick. The problem isn’t generational. It’s structural.
The 70:20:10 Learning Model: Coaching at Scale in a Distributed Workforce
In today’s distributed contact centers, coaches can’t rely just on passing conversations or call reviews. The challenge is how you keep social learning alive when your team is rarely in the same room.
Contact Center Training is Moving From the Classroom to the Call Floor
Traditional classroom training has long been the backbone of contact center onboarding and development. But new data shows that today’s workforce expects training to be built into their daily workflow, not something separate from it.
Why Classroom Training Isn’t Enough for Your Agents (and What to Do Instead)
Many contact center trainers assume if the classroom training is solid, agents will be ready for anything. But But the reality is that’s not how people learn. And it’s not how skills stick.
Is It Time to Abandon Your Plan to Replace Agents with AI?
As companies push forward with replacing agents with AI, they’re discovering what frontline leaders have known all along: customer service is more than a series of transactions. It’s human, nuanced, and built on empathy and trust. Trying to remove people from the equation doesn’t just lead to worse experiences—it erodes customer confidence and damages your brand. So now what?
