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 […]

eLearning Coursels: A Great Way to Train Your Agents on Soft Skills

dvsAnalytics Encore: eLearning Coursels: A Great Way to Train Your Agents on Soft Skills

Whether you have an official “contact center” or just a few departments regularly communicating with customers, finding the time to train your agents is always a challenge. The typical employee has about 1% of their work week available for training and development—that’s less than 5 minutes per day. For this reason, coursels (“course morsels”) have […]

Your Best eLearning Content is Right in Front of You

dvsAnalytics Encore - Your Best eLearning Content is Right in Front of You

Business leaders have many competing priorities and one tends to drop toward the bottom of the list: training the workforce. Despite the overwhelming evidence that training employees pays off with increased productivity, engaged employees, and improved customer service, it can still feel like a daunting project to tackle. Supervisors are justifiably concerned about the time […]