CX Global Media
OCTOBER 10, 2018
There are people in the contact center industry that have more than persevered, they have thrived and positively impacted thousands of people along the way. Penny Reynolds, co-founder of The Call Center School, is one of those people in the contact center industry. The best practices for selecting frontline leaders.
Calabrio
MARCH 26, 2025
AI-powered workforce management, coaching assistants, and automated feedback are transforming the industryoffering personalized coaching, optimized scheduling, and smarter workload distribution. This results in low morale, reduced productivity, and high turnover. This led to greater agent engagement, flexibility, and job satisfaction.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
FEBRUARY 4, 2021
To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.
Contact Center Pipeline
JUNE 22, 2017
Training and coaching are two different approaches, but people often use the words interchangeably—and even worse, they use the tactics interchangeably. To coach is to help the learner use those tools to achieve maximum effectiveness. […]. Let’s clarify our terms.
Speaker: VoiceOps
Data from hundreds of thousands of hours of calls has revealed a widespread problem with behavior adherence among call center sales representatives. VoiceOps developed the Behavior Change Cycle to help companies tackle this issue head-on leveraging your own call flows and coaching teams.
CX Global Media
NOVEMBER 13, 2018
And leading contact centers are modernizing their learning to keep pace. Get ready, because the modern call center school for supervisor skill development is much different than the old-school ways. And the more broader community perspective meets the needs of today’s worker – it’s the modern call center school approach.
Callminer
FEBRUARY 10, 2020
The floor of any call center is the organization’s mission-critical space intended entirely to serve the very purpose for which the center exists – handling calls. As such, your call center’s main floor, where agents take on customer concerns daily, ought to be bound by a thoughtful and helpful set of rules.
Speaker: Kate Nasser, The People Skills Coach™
Contact center agents are people and people can grow on their own BUT great collaborative coaching truly guides agents to connect authentically to customers better and better each time. Great collaborative coaching awakens and guides an agent’s ability and choices with customers in a wide range of situations.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Speaker: Jim Rembach, President of Call Center Coach
Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas. You have to obtain knowledge and learn from multiple sources to be successful. You will also learn: The single most profound finding ever on employee engagement.
Expert insights. Personalized for you.
263 
Let's personalize your content