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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Engage Your Agents: Are Self and Peer Evaluations Truly Helpful?

Engage Your Agents: Are Self and Peer Evaluations Truly Helpful?

Proven to motivate employees and accomplish business goals, engaging the workforce has been a hot topic of late. And for good reason—committed, productive employees are true assets to the company, striving to satisfy customers. In this four-part series, we will explore four areas vital to increase agent engagement and offer tips you can use to […]

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