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  • Providers make final push before ICD-10 deadline

    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 Multichannel mandate: Ready, set, automate

    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

  • Communication skills a must for business intelligence professionals

    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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  • Put automation technology to effective use in the contact center

    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

  • How to evaluate call center quality analyst performance

    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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