Category Archive for "Sheri Kendall-duPont"


FCR Solutions Spotlight: 8 Essential Features for your Contact Center LMS

Share this article: When you picture customer service training, what key elements come to mind? Some of these elements likely include classroom training with an instructor, watching videos and extensive slide decks, time spent in front of a computer reading...
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5 Ways Accelerated Learning Can Improve New Hire Training

Share this article: This article originally appeared on the ICMI blog as a featured contributor column on February 15, 2018. Click here to read the original. You’ve just hired a full class of agents who carry with them the promise...
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Contact Center Training and Quality – They Belong Together

Share this article: Co-written by Jeremy Watkin & Sheri Kendall-duPont In contact centers, training and quality are often mutually exclusive functions. Training is responsible for preparing new agents to support customers from the time they begin employment to the moment...
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ABCs of Mindful Customer Interactions

Share this article: Imagine my astonishment when the training department received multiple requests to assist with phone anxiety in a contact center. Times have changed. We have a generation of colleagues that prefer text messaging over phone calls and communicate...
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4 Steps to Make Contact Center Work Meaningful

Share this article: It’s no secret that I reluctantly sought work in the contact center. After spending 16 years in higher education and healthcare, accepting a position in a contact center felt like a giant leap backward. It just so...
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A Recipe for Purposeful Customer Service Training

Share this article: I was speaking with a colleague recently and he was sharing that he had been tasked with cooking up a training course. He had a bunch of great information to share but was worried that it was...
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Four Ways Trainers Can Beat Chronic Power Stress

Share this article: Being a trainer in the contact center is not for the feint of heart. They are responsible for creating and delivering information to new agents in a way that’s engaging and prepares them for the “real world”...
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Change the World in 20 Seconds or Less

Share this article: Ever have one of those days where you’re trying to cram a week’s worth of work into eight hours. You know those times where you seemingly lose touch of your need for basic things like food and...
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5 Instructional Design Tips to Boost Learning

Share this article: Here’s a very common recipe for training in most organizations. Let me know if this looks familiar to you: 1 PowerPoint presentation chock full of the trainer’s speaking notes. Discard images and videos. 12 or so Employees...
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A Threefold Approach to Empathy Training

Share this article: This article was originally written By Sheri Kendall-duPont and Mikey Corral, Jr. for ICMI and can be found here. Like many customer service operations, empathy has long been a key ingredient in the service we provide at FCR. It...
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