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Innovative Training for the Contact Center

Frontline agents are under pressure to perform in a role that has become increasingly challenging due to more complex products and services, constantly updating information, and an internet-savvy, informed customer base. It takes a lot of knowledge and confidence to deliver a quality service experience on a call-by-call basis under such circumstances, even for seasoned … Continued

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Retailers are Squandering Their Most Potent Weapons

Harvard Business Review article reveals retailers are squandering their most potent weapons—employees. Read why training has to change.

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Microlearning Engages a Dispersed Technical Workforce

Director of Learning Solutions at Aristocrat Technologies, Christina Houck, talks about how introducing microlearning as part of their organizational mobile transformation has resulted in increased employee engagement scores among technicians, but also increased customer satisfaction.

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