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...