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How responsive is the future of learning on the go?

At some point since 1989, most of us have gazed and pondered in amazement at the futuristic expectation of 2015 depicted in the 1989 blockbuster classic Back to the Future II. While the then seemingly absurd predictions of Biometric technology, video communication, mounted flat-screen TVs, and video glasses are today a spookily accurate reality, absolutely no predictions were ever made about how users will embrace a rich e-learning experience across multiple devices. It’s time to bin any secret obsessions of hoverboards and self-tying shoelaces, because 2015 is the year of responsive e-learning design!

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Remote Staffing: An Alternative to Traditional Contact Center Staffing

One of the most critical steps in making and receiving customer calls is deciding not just how many staff are required, but what type of staffing solution your business will utilize. Since about three-fourths of call center costs are related to labor costs, the decision is fundamental to the operation of your business.

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The Costs of Call Center Overstaffing and Understaffing

No call center is perfect when it comes to forecasting and scheduling. Even with advanced technology, statistics, and Workforce Management software there are too many uncertainties that impact the call center on an interval level. The goal of any forecaster or planner is to strive to be as accurate as possible in their forecast of requirements and scheduling their associates. Carelessness in doing so can result in heavy costs for the company. Although it may seem obvious how understaffing can negatively affect the call center, there’s a high cost in overstaffing as well.

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Steps of Workforce Management

Contact center staffing, commonly referred to as Workforce Management, is one of the most critical functions of planning and managing a call center. Since the majority of costs associated with the call center are attributable to personnel, it is imperative to get just the right number of staff in place. Overstaffing results in spending needless dollars, while understaffing results in poor service, over worked staff, and the risk of lost revenues.

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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?

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Updates to the Quality Assurance Program

We’re happy to announce even more updates to the Quality Assurance program. The new “Making the Most of Quality Monitoring” course will be released on December 15.

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We’re Happy to Announce More Updates to the Quality Assurance Program

The new and improved “Basics of Coaching” course will be available on Learn, on September 16.

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Updates to the Quality Assurance Program

We’re happy to announce even more updates to the Quality Assurance program. The updated “Voice of the Customer” course will be released on November 11.

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Fifth Gear and The Call Center School: “Convenient E-Learning that enhances Employee Experience”

Fifth Gear develops and delivers solutions for order fulfillment, customer care, product personalization and ecommerce technology to create seamless direct-to-consumer experiences. The company is headquartered in Indianapolis, Indiana.

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Xerox and The Call Center School: “Incredibly Useful E-Learning Programs that are Very Affordable”

Xerox is the world’s largest enterprise for business process and document management. Xerox is present in more than 180 countries, has more than 140,000 employees worldwide and annual revenue of over $21 billion, more than 50% of which is from Services such as customer care.

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