Contact Center Quality Assurance Considerations
"This call may be recorded or monitored for quality assurance and training purposes."
This automated message has become so common th...
June 14, 2021
Training & Development
April 05, 2021
Do It Yourself or Do It For Me? A Crucial Contact Center Strategy Consideration
From auto repair or home improvement in our personal lives, to accounting or marketing services in our professional lives, the decision...
February 17, 2021
The Growing Importance of the Universal Agent
A colleague and friend recently shared an all too familiar story.
Shortly after the onset of COVID-19, he had an urgent need to spea...
January 27, 2021
Implement An Employee Training Continuity Plan
By now, we all know that 2020 taught the business community many valuable lessons about the need to plan for and adapt to unexpected ci...
April 15, 2020
Managing a Suddenly Remote Workforce
Like many businesses, Servicing Solutions became a remote workforce virtually overnight as a result of COVID-19.
Thankfully, as a co...
April 09, 2020
Converting Face-to-Face Training to Virtual Training On the Fly
Over the course of my career, I’ve been an advocate for ongoing employee development. In other words, I’ve always believed that traini...
October 01, 2019
Compliance Training: Make It Personal
I recently came across an article from The Association for Talent Development about Compliance Training. It does a great job of explai...
August 29, 2019
Harvard Business Review: Happy and Engaged Employees Lead to Customer-First Attitude
Harvard Business Review has published new research suggesting that if companies truly want to have a customer-first attitude, they need...
September 12, 2018
Effective Employee Training is an Ongoing Process
In my last blog post, I talked about why a company’s employee training program should be one of the critical factors considered prior t...
June 15, 2018
Employee Training and Development Should Be Part of Your Corporate Fabric
Benjamin Franklin once said “an investment in knowledge pays the best interest.”
The original intent of this quote, which has stood th...