Outsource Consultants' Blog

Agent Training Mistakes to Avoid

Training contact center employees can be a challenge. It’s difficult to find the time and a constant pressure to train faster can compromise quality. It’s logistically difficult to pull agents for training while maintaining coverage. This leaves little room for error when you do get a chance to train. ICMI recently wrote an article on the three common mistakes that contact center trainers make. These errors slow training down, make it less effective, and can even cause training to fail completely. On the other hand, avoiding these mistakes can help your agent training programs deliver amazing results. A summary of that article is below:

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The Importance of Culture: Learning from Comcast

By now you may have heard the story of Ryan Block and his humorous/tragic attempt to have his Comcast internet service discontinued. Geoff Schaadt, a management consultant, elaborated in a recent article posted on LinkedIn. The summary of that article can be found below:

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