CallCenterScript: Training & Development Archives

Training & Development Archives

Mar31	A Good Mock Call Simulation Environment 'Jam' Mayer March 31, 2008 Know More: Recruitment, Training & Development Operations Call simulations or doing mock calls are often done during recruitment and training. It is an effective way of helping agents get more comfortable and ready for a live call. This is why the environment for them to do the... Posted at 4:31 PM \| Permalink \| Comments
Mar31	Cross Skill an Agent: Hire Less, Train More 'Jam' Mayer March 31, 2008 There are different ways of saving on labor expense for call centers. One way is to cross skill an agent. There are three ways of doing it.Different Line of BusinessSome agents are trained initially for the customer care department. After... Continue Reading Posted at 12:12 PM \| Permalink \| Comments
Feb21	Addressing Call Center Newbies’ Communication Gaps 'Jam' Mayer February 21, 2008 If you were to outsource your calls to other countries than your own, one reality the business has to face is to deal with accent, pronunciation, grammar and comprehension of the language.On the account of saturation and harsh competition, the... Continue Reading Posted at 1:58 AM \| Permalink \| Comments
Jan28	Call Center Training Convention 2008: Manila, Philippines 'Jam' Mayer January 28, 2008 It has been a year since I was invited to speak at Teledevelopment’s Training Convention. Because of its success in 2007, they are offering several seminars this coming February to gather call center trainers within the country. It will be... Continue Reading Posted at 7:13 PM \| Permalink \| Comments
Jan13	English Proficiency Classes Now Available for Public School Teachers 'Jam' Mayer January 13, 2008 Despite of the government’s effort to improve their citizen’s skills to decrease unemployment, knowing that the call center industry has been growing, the root cause for the lack of qualified agents would be the lack of support on its public... Continue Reading Posted at 4:58 PM \| Permalink \| Comments
Jan 8	Government Agencies and Unions Offer Call Center Training 'Jam' Mayer January 8, 2008 As the industry grows in the Philippines, everyone knows we have reached a saturation point in the Metro areas. A couple of years ago, the President invested millions for a program to give Filipinos a chance to enroll into a... Continue Reading Posted at 3:15 AM \| Permalink \| Comments
	Verizon Voyager phone: did they tell you how to work it? Reading your next caller's mind Where do you store your secret information? Is customer service an entry level job? A Personal Journal: The Training Plan for a New Year Call Center Training in India for the Bhutanese A Review: Mobile Call Center Station Using an Outsourced Vendor for Training in the Call Center Developing Training Manuals for Call Center Agents A Typical Call Center Training Room Advice Column: Passing Call Center Assessments Don’t Shortchange your Agents by Compromising Training What is Call Center Near-Hire Training? Call Center Online Training: Does it Work? Training Attrition: What’s the standard? Agent Improvement: Scheduling Coaching Sessions Train Operational Support Early Quality's Involvement in Training and Recruitment Training & Quality: Partners for Improvement The English Campaign: Communication Solutions Call Center Demo and Conference Understanding Cultural Differences through Coaching Call Center Schools Complaints: Is it Really the Accent? An Agent's Companion: The Company's Intranet Hot Seat Role Plays Impact of a Leader ICMI - The Best Training Seminar I Ever Went To ICMI - Call Center Glossary Having a Closed Loop Calibrated Call Monitoring

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