Shane Corey

Shane is very active in the industry and has been a part of many contact center operations bringing 16 years of practical contact center and workforce management knowledge to injixo & TCCS. Follow him on LinkedIn and Twitter.

Recent Posts by Shane Corey

Assessing Ongoing Training in the Contact Center

Agent training shouldn’t stop as soon as the new-hire orientation and initial training period is complete. Contact center training is an ongoing evolutionary process. The goal of any contact center’s ongoing training program is to provide training for the skills necessary to perform the job, plus training for skills necessary to enhance ongoing performance.


E-learning or Classroom Training?

Everyone agrees that training is vital in enabling your agents to achieve their full potential. But what is the best medium for delivering that training? The ideal scenario is to have high quality at a low cost - but is that possible?