2019 - Quality Assurance and Training Connection

Confidence is key and attitude is everything!

December 30, 2019

December 30 - Two attributes that are very important for agents are confidence and attitude. Share these examples during training or coaching to help them understand what these attributes can […]

Don’t change too many things at once during coaching.

December 23, 2019

December 23 - One of the deadly sins of coaching is to try to change too many things at once. As coaches with experience and insight that far surpasses that […]

Using games to test for knowledge in new hire classes.

December 16, 2019

December 16 - I would love to share a game I do with my new hire classes. Once the trainees have learned the database we use, I draw the main […]

Let’s discuss coaching.

December 09, 2019

December 9 - The primary goals of coaching are to develop skills in employees while simultaneously building the employee’s capability to self-assess and work independently. Coaching is used when the […]

Engage your QA team in the training process.

December 02, 2019

December 2 - Engage your QA Team in your new hire training process from the very start. The call review process should be the right hand of training. Call […]

Why do your employees work for you?

November 29, 2019

November 18 - Leaders are viewed by their people as authentically supportive of their needs. Leaders can translate the needs of their people into actionable goals to support “the cause.” […]

Confidence is key and attitude is everything!

November 25, 2019

November 25 - Two attributes that are very important for agents are confidence and attitude. Share these examples during training or coaching to help them understand what these attributes can […]

Five Important Considerations When Using Games to Teach.

November 11, 2019

November 11 - For more than a decade, the general consensus in the training industry is that games (aka "gamification") are a valuable way to review a certain topic. But […]

Five Important Considerations When Using Games to Teach.

November 05, 2019

November 4 - For more than a decade, the general consensus in the training industry is that games (aka "gamification") are a valuable way to review a certain topic. But […]

Boredom-busting ideas to improve agent retention.

October 28, 2019

October 28 - If doing the same thing 50-75 times a day sounds intellectually stimulating, stop reading. Still there? Since many of you may have begun your career as contact […]

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