Engage Your Agents: Can Competition Rev Up Your Workplace?

dvsAnalytics Encore -- Engage Your Agents: Can Competition Rev Up Your Workplace?

Your team makes a last-minute shot just before the buzzer and… it scores! You jump to your feet and the crowd erupts in cheers. Who doesn’t love great competition? It raises the adrenaline and demands our focus. And, the workplace is no different. According to a Refresh Leadership poll, “…52% of respondents said competition was […]

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Engage Your Agents: eCoaching Gets Results

Engage Your Agents: eCoaching Gets Results

The challenge with training agents is two-fold: It’s expensive. And also, it’s expensive. Yes, you read that correctly:  agent training hits contact centers twice where it matters most—the bottom line. First, every company needs to develop training content and then administer training, including delivery, grading, tracking, etc. There’s a large market for training and training […]

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Engage Your Agents: Best Practices to Train Your Workforce

dvsAnalytics Encore Best Practices to Train Your Workforce

Any manager aiming to engage agents and build skillsets in the contact center has considered the question, “How do my agents learn best?” Or maybe, “How does engaging agents increase their desire to learn or the knowledge they acquire?” In this second installment on agent engagement, we’ll answer those questions by exploring the term andragogy […]

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