Joanna Jones

Soft Skills Training Tip for the Day: How to Become a Stellar Communicator

Soft skills: The inter­per­sonal skills that go beyond tech­ni­cal acu­men, prod­uct knowl­edge, and sales savvy, are often viewed as dif­fi­cult to train; employ­ees either have strong soft skills or they don't, is the com­mon refrain. While it may be dif­fi­cult to teach peo­ple how to...

Top 3 IT Customer Service Training Trends You Need to Know

In the IT sphere, trends evolve faster than most peo­ple can keep up with. It seems like just when you pur­chase a new tech­nol­ogy, the lat­est upgrade is already on the mar­ket. Though it can be mad­den­ing, the pace at which tech­nol­ogy evolves ensures...

Why Onboarding is one of the Most Essential Parts of Employee Training

When you think of "employee job train­ing," what comes to mind? Teach­ing your employ­ees how to use a new tech­nol­ogy? A class to help them improve their cus­tomer ser­vice skills? Or how about man­age­r­ial train­ing for your super­vi­sors? While all of these are impor­tant...

Customer Service Tip of the Day: How to Implement Human-Centric Customer Service

Do you know what one of the most chal­leng­ing issues fac­ing call cen­ters and large cus­tomer sup­port ser­vice providers is? It's not the com­mon irri­tants you may typ­i­cally think of, such as high-employee turnover, upset cus­tomers, or lack of qual­ity agent train­ing. While these...

Lessons on Internal Team Building from Eddie Lampert and Sears

In a world where new busi­ness mod­els are being re-imagined and indus­tries are apply­ing their approaches to dif­fer­ent cor­po­rate struc­tures, it's worth exam­in­ing the suc­cesses and fail­ures of these meth­ods. If you work in cus­tomer ser­vice management—and par­tic­u­larly if you have a team of...

Tried and True Coaching Tips for Difficult Employees

If you are in man­age­ment at a call cen­ter or for a cus­tomer support/service orga­ni­za­tion, you will undoubt­edly face the task of coach­ing and man­ag­ing dif­fi­cult employ­ees. Call cen­ters and cus­tomer sup­port jobs tend to be stress­ful posi­tions, as employ­ees are con­stantly deal­ing with...

Are You Up-to-Speed on the Latest Call Center Tech Trends?

The tech­nol­ogy employed in call cen­ters is a bit like a sand dune – it is con­stantly shift­ing to adapt to cus­tomer pref­er­ences and habits. It may seem that just when your call cen­ter and team have become com­pe­tent in one type of call...

How to Build a Website that’s Customer-Service Friendly

Strik­ing the right bal­ance in the cus­tomer ser­vice world can be chal­leng­ing; you want to pro­vide world-class cus­tomer ser­vice through your call cen­ter and from your sales team, but you also want cus­tomers to be able to answer their own ques­tions through your web­site...

What Crutchfield Can Teach Us about Technical Support Skills

If you have pur­chased a car or home stereo or are a fan of elec­tron­ics, you have prob­a­bly heard of Crutch­field. It is an audio spe­cialty com­pany, and they've built their busi­ness around their cat­a­log shop­ping, and more impor­tantly, their tech­ni­cal cus­tomer sup­port. The...

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