Posts Tagged "Training"


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...
Read More

Customer Service Tip of the Week by Jeff Toister

Share this article: I’ve been a happy subscriber of the Customer Service Tip of the Week email distribution list for a couple years, reliably receiving a practical bit of customer service advice every Monday when I arrive to work. I...
Read More

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...
Read More

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...
Read More

FCR Case Study – CSAT: Improving Issue Resolution and Restoring Customer Smiles

FCR continuously looks for ways to improve processes and Customer Satisfaction (CSAT) is at the forefront for many clients. Our Client Analytics Team partnered with the Operations Team, who manages a client that’s a leader in the gaming and technology…

Read More

8 Benefits of Using Self-Help Powered By AI

Share this article: In the past, we’ve shared about some of the benefits of self-help to organizations and looked at the exciting new technologies that are harnessing the power of artificial intelligence and machine learning. I’m pleased to announce that...
Read More

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...
Read More

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”...
Read More

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...
Read More

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...
Read More