How to Train Lesser Skilled Agents
A training program is most about the lesser skilled agents within a group. Higher skilled agents always need some polish, but the true...
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Madonna, Elton John and Call Centers
Monica Lewinsky reading a newspaper in iconic Astor Court. Madonna's heel mark scratched on top of the dining table in the Imperial...
Chess Boards and Call Centers
For anyone who has not watched The Queen's Gambit on Netflix, I highly recommend this drama series with chess as its centerpiece. As I...
120,000 Calls and Counting
I wanted to be a rock star. Or maybe a writer. And while I was in a great band and enjoy writing, I ended up being a devoted student of...
Situational Based Training
Conversations with patients/customers and their family members are essentially a series of highly predictable moments. Agents ask the...
Rock Stars and Call Centers
If you are old enough to remember the band Foreigner, the story goes that the musicians wanted to be more of a hard rock band but the...
How to Measure and Manage Agent Tone
Tone is truly the most important consideration regarding the service and professionalism performance of agents. And as life would have...
How to Handle Frustrated Patients
Perhaps the most requested solution I am asked to provide is how to handle frustrated or angry patients. And because trainees find our...
The Case for Making Sense
Claire called the Home Care and Hospice department at her local hospital on behalf of her brother who was sick, and she immediately said...
The Accountability Factor
The role of behavior accountability is one of the more misunderstood and overlooked aspects of call center agent training. Rightfully...
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