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Training and coaching

16 December 2011
Steve Hemsley believes that a call centre agent’s voice is the key to how customers feel about contacting your brand. To get this right requires an investment in training and coaching. Here, he describes how and why to dip into the skills used by actors to make customers feel they are being cared for.
13 October 2011
Brilliant agents who are promoted to team leader sometimes struggle in their new role, which is de-motivating for them and problematic for you as manager. Simon Bailey examines the reasons behind this and offers some tips for giving newly promoted team leaders the best possible start.
12 October 2011
Efficiently training staff across a heavily siloed organisation is a massive challenge, calling for a new approach.

That's what Richard Priddle , L&D Manager, The Carphone Warehouse, realised when looking for a training solution that would improve both retail teams and call centres.
12 April 2011
The spouses of homeworkers at travel agency, Travel Counsellors, are being given training on how to become ambassadors for the business.

The move is the latest attempts to engage with the families of their agents, after a scheme last year which provided online entertainment for children so parents could get on with their work.
14 December 2010
The Financial Services Authority published the review of the insurance conduct and identified significant failures in oral disclosures during calls via the telephone of protection contracts, in particular critical illness cover. Keith Gait investigates.
09 November 2010
If you can't prove that your training programme is having a demonstrable positive impact on your staff and your customers, ask yourself whether you should you be doing it at all, says Jane Massy .
13 July 2010
Large scale training programmes can be expensive and it's important to make sure you get the most out of your investment. Mary Gober offers up eight training activities to help.
25 February 2010
Scrooge must have flown by, between Christmas and New Year because the mortgage company I had applied to, had cut their original offer by two thirds. Managing expectations is one of those golden rules with customer service strategies, explains Patricia Wheatley Burt.
13 January 2010
Several queries were received asking for help with the problems caused by the weather. Customer service is a labour intensive undertaking, and the inability of staff to get into the office has caused many businesses to question their scheduling capabilities and consider other ideas such as homeworking.
21 August 2009
All organisations have to market their products or services to the public, but getting their own employees to buy into the brand can pose a whole new challenge. Nigel Cooper provides a ten point guide to give business leaders all they need to know about getting staff to live a brand.
21 August 2009
Paying lip service to the concept of customer service is not delivering the bottom line benefits expected by shareholders. David Allenstein argues that driving a pathway approach to training from the top can create a call centre operation with the skills and motivation to deliver the corporate customer services vision.