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Help agents remember the most important training points: 2 tactics


August 19, 2011 by Michele McGovern

Too much training overwhelms most people, but you can help everyone remember the most important points with this research.

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Why you want to swap the pizza party for bagels and coffee


May 4, 2011 by Michele McGovern

Hold off on another pizza party to celebrate or motivate. New research found this is a better idea.

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Stupid or rude – what upsets customers most?


September 9, 2010 by Michele McGovern

As a contact center leader should you spend more time training on soft skills or on products and services?

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    • Bob: Yes, possibly true at he personal level. Good for me... the heck with everyone else, right? I'm thinking that this advi...
    • Faith Trusts: I have a question though... What if you have a job that requires you to multi-task? I work in a job where, when someon...
    • Jack Thurby: Hi thanks for this not interesting post. But I still do not get the second part though!...
    • Essie: I don't understand #4 -- "Pronounce "ing" at the end of words". Which words? It certainly can't be all words that you ...
    • Myriam T.: too bad there is no "I like" button on this article!!!! I love it and it's so true.......
    • Ulka Rodgers: Good ideas. It would be even more effective if they actually solved the problem and contacted the customer to follow up....







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