Hard or Soft Skills?
By Russell Tongue
How do you go about getting the right skills in the right team? This is a perennial problem for managers and business owners. [Read more...]
May 23, 2012
Call Center Industry News and Tips
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Hard or Soft Skills?
By Russell Tongue
How do you go about getting the right skills in the right team? This is a perennial problem for managers and business owners. [Read more...]
Customer Service – One Critical Step to Get Employees on Board!
By Meridith Powell
My work as a business coach and sales and service speaker has me traveling quite a bit. I often have to run errands and take care of family business while on the road. [Read more...]
3 Reasons Your Customer Service Training Isn’t Sticking
By Shaun Belding
One of the biggest issues with customer service training – all training, in fact – is that it often doesn’t ‘stick.’ To steal from John Wanamaker’s famous quote about advertising,”Half the money I spend on training is wasted; the trouble is I don’t know which half.”
[Read more...]
Top 5 Ways of Keeping Your Cool When Dealing With Angry Customers
By Bill Walsh
By staying calm, you may be able to satisfy even an upset customer. Even if you don’t, you can maintain your professionalism.
[Read more...]
Why Good Customer Service Is Necessary and How to Attain It
By Tony Jacowski
In any successful business firm, the quest and commitment to a good client service starts from the company leaders. They must have the urge to not just fulfill the expectations of the client but also to go above and beyond in order to exceed them.
[Read more...]
Training of Trainers – 7 Steps To Use An Overhead Projector Efficiently
By Dave Summers
There are many visual resources you can use as a trainer, such as data projector, slideshow, video, PC output and interactive boards. One of the original methods used by trainers and is still used as a standby is an overhead projector.
You can use the OHP with the whiteboard as a screen. The unit gives the outline of, say, a statistical table, a map of the country, and you, or the students, can write on the whiteboard and build up the image.
However, the whiteboard may have a surface which reflects some light which appears as a bright spot – hence limited vision. Images are printed or drawn on acetate sheets, which are placed on the unit and projected to the screen.
When using the OHP:
1. switch off when the image is not needed in order to reduce any possible distraction due to glare and noise;
2. keep out of the way of the image by standing, neither in front nor behind the projector, but to one side of it;
3. use a pointer on the top of the acetate to indicate key points rather than pointing to the screen. When you point to the screen you obscure part of the image by standing in front of it. Even resting a pencil on the top of the OHP is effective;
4. give your students a chance to see the whole image before you start talking. This provides an 'advance organiser' for the students and can assist them in making their own notes;
5. keep the caps on the OHP pens so that they do not dry up quickly due to evaporation from the heat of the room and the projector;
6. don't mix up your transparencies – have a system. Pick up from left hand side place on projector, remove and store on right hand side.
7. try to involve the students in your presentation of the transparencies. This might be achieved through question and answer, leaving spaces for either yourself or the students to complete, or just through expecting them to make their own notes;
Design Principles
The following design principles are valuable:
* keep it simple;
* not too much information in words;
* not too many drawings;
* not too much detail;
* one topic per transparency;
* design on plain paper before making the transparency;
* ensure there is a title on every transparency;
* put the main idea in the middle of the image;
* ensure an adequate space at each edge of the transparency;
* simple words – key words instead of sentences;
* not all upper-case – use both lower and upper case.
For more information on Learning to teach in the lifelong learning sector (PTLLS) go to PTLLS Courses.
Dave Summers
For more information on PTLLS Courses go to http://ptlls-djs.com
The Level 3 Award in Preparing to Teach in the Lifelong Learning Sector (PTLLS) is aimed at those wanting to teach in the lifelong learning sector, or those already teaching within the sector who do not have relevant qualifications.
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Article Source: http://EzineArticles.com/6550291
Important Soft Skills Training Every Employee Needs
By Kate Bryan
Do you think your employees have the right soft skills to help them do their job? Because while technical skills are important in any industry, it is still the way they communicate and interact with other people that would truly matter in the end.
3 Reasons Why Soft Skills Are No Longer "The Redheaded Step Child"
By Wally Hauck
Soft skills are those personal attributes, attitudes, and communication methods that enable people to have high quality interpersonal interactions. Soft skills have been the "red-headed step child" of the C-Suite leaders for a long time. They have been dismissed and/or ignored because they were thought to be unimportant or even unnecessary.
[Read more...]

Quicker Response Times Will Improve Customer Service
by Martin Hofschroer
Businesses can improve customer service by responding to consumer complaints as quickly as possible.
Research by Eptica revealed that a significant number of contact centres failed to respond to online consumer queries through email communication in their own promised time frames.
[Read more...]
Choosing the Right Trainer
By Santhanaram Jayaram
How To Choose A Good Trainer That Best Fit Your Employees' Learning Needs?
"Give a man a fish and you feed him for a day. Teach him how to fish and you feed him for a lifetime." – Lao Tzu
A good trainer should stimulate hearts and minds of the employees' by fulfilling their learning needs and making them more productive at their work. He or she would be responsible for preparing objectives, defining content, selecting and sequencing activities for a specific programme.
Creating a Customer for Life: Simple Tips to Improve/Refresh Customer Service Skills
By Carla J Greve
Think back to the last time you got GREAT customer service. Not just a friendly rep who was nice to you, but someone who REALLY listened to your needs, and gave you the impression that they truly cared about you as a person and as a customer?
[Read more...]
News Flash: Customer Service Is Leaving America
By Bob Nadeau
When was the last time you contacted a company's call center and had to ask for their names several times because you could not understand them? Or, how often have you been transferred from one department to another? How about the time you were placed on hold so long you had time to cook dinner, or asked to speak to a supervisor who always seems to be in meetings? I'll bet your answer is, "Way too often".
[Read more...]
I originally developed this site to provide Cal Center Professionals with Useful Call Center News and Information. Since 2005 this site has evolved but we continue to provide useful content. [Read More …]
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