Blog

Our Latest Guide: How to Make Your Own Quick & Easy E-Learning

As a follow-up to our first e-book, The Call Center School has a new guide: "How to Make Your Own Quick & Easy E-Learning." Not quite ready for Professional Services? That's ok. This beginner's guide gives you step-by-step instructions to create a basic e-learning video.

If you need to create custom e-learning within the constraints of time, resources, or budget, then this guide is for you. You don't need special software or knowledge to follow the instructions.

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How to Get Started with Do-It-Yourself E-Learning

You or your boss have come up with a great plan: “let’s make an e-learning training ourselves!” Enthusiasm is high and the do-it-yourself mindset is very empowering. But how do you get started if this is your first time creating e-learning from scratch? Here are 3 steps that will help you make your e-learning a reality.

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The Call Center School Launches Professional Services

Companies and teams are adapting to many changes today. Whether you are staffing up, skilling up or keeping up, The Call Center School is ready to help you. We are now offering professional services for companies that need custom e-learning solutions.

Our current offering includes:

  • Interactive, impactful e-learning built from your existing training materials.

How it works: You give us your PowerPoints, PDFs, and static training materials. We will convert them into interactive, video-based e-learning. Transform your boring presentations into engaging, dynamic resources that enhance your learning goals.

  • Alignment of our current courses with your brand.

How it works: Our courses and certifications are industry-recognized. If you have a need, we can white-label and modify our materials to fit your curriculum. We can alter it to fit your branding, business, or mission.

  • Instructional material and advisory consultation.

How it works: Need help structuring or showcasing your resources digitally? Want to know the best practices for a customer service topic? Our team of subject matter experts and instructional designers is available to advise you.

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Skill Up for Success: How to Focus on CX in Volatile Times

With the COVID-19 pandemic, contact centers are facing new challenges each day. Your customer volumes are fluctuating. Your agent availability may have decreased. If you’re new to at-home work, your team’s productivity may be waning. How do you adapt to these volatile times while still focusing on customer experience? One short answer: skill up.

There are many reasons why you’d want to skill up. You may want to train your employees with a backup skill, so they can pitch in when volumes are high. There may be new demand for a specific channel (like social or live chat) that you may need to train for. After all, introducing new or redundant skills among your agents is more cost-effective than hiring.

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Ongoing Contact Center Training - The Key to Mastery

How do I gain mastery? Have you ever asked yourself this question when thinking about your job? Especially when one is new to a particular area, we all wish to acquire all the necessary skills as quickly as possible. However, gaining mastery is not something that you achieve overnight. Instead, it is about learning and practicing, over and over again, for months and often years.

Think of a pianist. In order to become highly skilled in playing the piano, ongoing training and practice are fundamental. Proper initial training, that teaches the basic techniques of piano playing, is important, but it is far from sufficient to master the instrument. A good pianist trains regularly and practices each new piano piece many times before presenting it to an audience.

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How To Create Engaging Training

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.

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When should you outsource training?

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.

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7 Skills Mastered by Successful Contact Center Supervisors

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.

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E-learning or classroom training, which is right for your training needs?

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.

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