Employee training, anyone who has had a job has gone through it and ask a handful of people about their experience with employee training and you’re likely to get a negative recollection of how boring it was. 

But it’s easier than you think to make courses more focused, engage learners, and positively influence behaviors. And employees who are engaged in their training will retain more information, are more likely to pay close attention to their work, ensure that all procedures and processes are being properly followed and that they are performing to the best of their abilities.

In this article we’ll provide you with a step by step guide to create high-quality, engaging training courses that employees can reminisce about fondly. We'll cover establishing your learning aims and objectives, designing your training session, and preparing the content. We'll define what learning aims and objectives are while differentiating the two. We'll go over method of delivery, how to put your objectives into logical order and structure your training session, how to choose your content, resources and activities.

Does your contact center do all of its training internally? Have you considered outsourcing some of it, but you're not sure if you should? Do your options seem overwhelming and you’re not sure where to start? Worried about cost?

There may seem to be many factors to consider when deciding to outsource your training, but generally they all boil down to cost, quality, and capacity.

The role of supervisor in a contact center is a challenging one, but if done right, a very rewarding position. For many agents, becoming a supervisor is the next step in their career. In fact, our data indicates that 80% of contact center supervisors started as an agent. Becoming a supervisor is also an excellent intermediary step to becoming a manager, as many of the skills a manager needs overlap with the skills a supervisor needs. So what exactly are the skills needed to be a successful supervisor?

In this article, we'll explore the 7 skills acquired by a successful contact center supervisor.

When googling which training delivery method is better, e-learning or class-room delivery, you'll find that there's a hot debate about which of the two is most effective. The advocates of class-room training will say that putting learners into a room where they can interact with each other and the instructor is the better form of delivery. And the advocates of e-learning will say self-paced learning with engaging and interactive new technologies is more effective. And you know what? They're both right. That is because the answer to this question is: it depends. There is no one-size-fits-all answer to this question (bummer!). The end.

The rise in e-learning popularity is showing no signs of slowing any time in the near future. It’s rapidly changing the way we look at knowledge and skill acquisition and provides students with a much more impressive, and more effective, learning experience than ever before. Seems like a perfect addition to any contact center.

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?

Software technology has significantly impacted the education sector in recent years. In 1995, 4% of American corporations were using online learning facilities. By 2011, the use of online learning had increased to 77% (source). The advancements in technology have enabled education providers to deliver training in a much more cost-effective and time-efficient manner than ever before.