July 21, 2015
Employees aren't using UC tools because they're not trained on them or don't know about them, which limits UC success, according to a new report.
June 12, 2015
Ping Identity has redesigned its partner program to provide different partnership options. Also this week, Salesforce overhauled its ISV program; Kaspersky Labs bundled products with Acronis; and more.
April 08, 2015
Bouquet Training, a module in the Bouquet CDM platform, enables managers to customize contact center agent training courses based on customer feedback.
October 04, 2012
IT admins must roll with the cloud computing tides. Can cloud certifications, such as Rackspace's OpenStack training, help them stay relevant?
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Internal testing, employee education and training are three of the most important actions providers should take ahead of the ICD-10 deadline. Continue Reading
The need to connect with customers across multiple channels has made it harder than ever to analyze customer data and provide much-needed services that improve the customer experience. This e-book series will help organizations navigate knotty technology issues that must be traversed to be truly multichannel. The first chapter will explore contact center automation -- and how to deploy it effectively. The second focuses on the mobile and social media technologies needed to enable customers to reach out in the ways they want to. And the third chapter will look at how to pull all that information together in a multichannel engagement strategy. Continue Reading
Today's enterprises want business intelligence managers and staffers with good communication skills and a solid understanding of the business, advises careers expert Matt Mueller. Continue Reading
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Customers get frustrated when they're forced to repeat information to contact center agents or are sent to the wrong department. And that's not just on the phone anymore. Customers use any number of communication channels to reach out to companies -- whether it's by smartphone, text, chat or social media. Automation technology helps organizations tie it all together -- and get a jump on customer service problems. Plus, the technology can help improve the quality and speed of service and shape the efficient, scalable contact center that today's multichannel environment demands.
In this e-book chapter, CRM expert Scott Sachs explores the various automation technologies organizations need for a cost-effective contact center. First, he outlines the nuts-and-bolts technology needed for a solid contact center infrastructure that can respond to shifting business demands. Next, he looks at staffing and training tools that help effectively manage a crack team. SearchCRM editors round out the chapter with stories on self-service and knowledge base software. Continue Reading
Expert Donna Fluss provides some guidelines for evaluating the performance of a call center's quality coach, and offers suggestions on training a quality coach. Continue Reading
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In the second part of a two-part Q&A, an expert recommended testing, budgeting and accuracy as her tips for implementing ICD-10. Continue Reading
In a two-part Q&A PointClickCare ICD-10 expert, Genice Hornberger, explains what providers should do in the last phases of implementing ICD-10. Continue Reading
Effective social media customer service requires companies to make some key decisions on staffing and division of labor. Continue Reading
Problem Solve Training Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
Some contact center agent training systems miss the mark. When choosing technology, managers must be in tune with the frontline's needs. Continue Reading
With lead generation software available, there's no excuse for sending lame leads to sales. But lead gen needs sales and marketing on the same page. Continue Reading
With so many workers on the go today, training mobile employees in the arts of device security and protecting data can help ensure the safety of corporate data. Continue Reading