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Article : Training Tips For Your Contact Center

We asked trainers from around the world: "Where did your training career start and what advice/tips would you give others interested in becoming a better contact center trainer?" Here are some of the answers that may help your training practices become more effective.

Forrest Mckeiver
Training Specialist
Careerbuilder
United States

"I was a teacher before I became a trainer however, a lot of the skills are cross the same. Staying informed is very important in order to be impactful to you organization."

About Careerbuilder

CareerBuilder.com is an online job network with more than 15 million unique visitors and over 600,000 jobs. Owned by Gannett Co., Inc. Tribune Company, and Knight Ridder, Inc. , the company offers a v... (read more)
 
Jacqueline Austin
Learning & Development Trainer
Wager Logic
Cyprus

"Foraml training group sessions started approx 5 years ago, before then at other companies I was more of a coach for new hires etc. Top tip, stay calm and think outside the box using analogies is a great way to change a stubborn agents "perspective|"

 
Terry Follmer
Trainer
IPower Inc.
United States

"Point them towards the post-test and see if they can test-out. This let’s them prove it to themselves whether or not they are qualified. For any that pass, I let them go and tell their supervisor that they passed. If they fail, they learn first-hand how much they know or don’t know, making the "engagement" that much easier.
1984 at Intel Corp., supporting a new factory start-up. (computer chip manufacturing)
- Learn the basics of instructional systems design first: what goes into well-designed training and the process used to get there. Even if you won’t be developing the training yourself, this should help you when preparing to deliver the training and filling the gaps as best you can.
- Practice interactive delivery: "telling ain’t training." Ask questions, give demonstrations, lead exercises and practice, and learn to make it fun.
- Give accurate and timely feedback, both advice and encouragement. Encourage by acknowledging tasks done well, as soon as possible after you have learned about or observed the behavior, with specifics/details so the learner knows what to repeat. Give advice, specific and of limited quantity, right before it can be applied, not today for use tomorrow or later. And don’t mix the two. If you recognize good performance then follow it immediately with advice, the learner will only remember the advice and the encouragement will have little, if any, effect.
- Avoid jargon, unless everyone is well-versed in it. And be prepared to explain terms clearly if you can’t avoid it.
- Help the learners learn on their own. As a trainer, you set the environment and opportunity for learning, then get out of the way so the learners can pursue it.
- Be available as a coach, but don’t force it on anyone. Ask them if they are ready for coaching before giving it.
- Acknowledge your own limited expertise, but make sure you know where that expertise resides in others so you can redirect learners and their questions if and when you need to."

About IPower Inc.

Founded in 2001, IPOWER has established itself as a leader in the web hosting industry, providing a comprehensive suite of online services for small and medium-sized businesses worldwide. Our custom c... (read more)
 

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Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

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Brian Smith
Manager - Customer Support and Training
20-20 Technologies
United States

"My training career started with a Fortune 500 furniture manufacturer in West Michigan as a tech writer/trainer combo. I would travel to dealerships across the US not only training the current software but gathering ideas on how they work and what new features would most benefit them. The best piece of advice I could give is LISTEN TO YOUR EMPLOYEES. They will tell you what they need. It might be some new techno-tool or gadget or simply an off-site training seminar to get them re-motivated about a particular topic. The main point is listen. Too many times we tend to delegate responsibilities to the wrong people. Understanding your employees with ensure that the work you delegate gets completed in the best manner and with the best quality possible."

About 20-20 Technologies

20-20 Technologies Inc. is the world's leading provider of computer-aided design, sales and manufacturing software solutions for the interior design industry. The company offers dealers and retailers... (read more)
 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Assisted Transfers

Read today's tip or listen to it on podcast.

Published: Friday, December 18, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

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