Learning & Development

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Call Center Analytics: What They are and How to Use Them Effectively

Overwhelmed by call center analytics? Learn how to analyze contact center data, apply AI-powered strategies, and turn insights into actions that improve agent performance, customer satisfaction, and efficiency.

Call Center Productivity: Ultimate Guide to Metrics, and Strategies (2025)

Learn everything you need to know about call center productivity - from key productivity metrics to tools and strategies you can leverage to improve productivity.

Improving Customer Experience With Visual Content

Harness the power of visual storytelling to connect deeply with your audience. Through videos, graphics, and illustrations, showcase your products and highlight your brand's values and objectives.

Call Center Leader Job Interview Questions

Get ready for your call center leadership interview with expert-backed questions and response strategies. Learn how to showcase leadership, problem-solving, and strategic decision-making.

Next Level Sales Powered by Microlearning

In the era of DIY learning culture, microlearning provides a consistent learning experience for general education and field-specific tasks, such as sales rep training. Based on in-depth research of best practices we've compiled a collection of sales coaching micro- and nano-learnings that are available for you to watch anytime.

Micro-Learning with Macro Results

Micro-learning, while not a new concept, is extremely effective. And we're taking it to a new level with the integration and intelligent distribution of micro- and nano-learnings throughout global contact center operations.

Empowering Skill-Building & Performance with a DIY-Learning Culture

Technology is enabling us to model consumer like-learning and empower our teams to take part in their own self-learning journeys – simultaneously driving engagement and performance, and reinforcing developmental conversations!

“Own You!”– DIY Learning is Missing Link in Employee Empowerment & Continuous Skill-Building

Contact center employees both onsite and @home are begging us to give them tools to better perform the jobs we hired them to do! This is what you need to give them...

Workforce Optimization: A Systems Thinking Activity

With all this WFO, why aren't we perfect?I sum it up by saying that Workforce Optimization (WFO) is about...

3 Ways to Drive Effortless Employee Learning Experiences

ICMI Featured Contributor article. Are you providing your workers an effortless learning experience? Or are they exhausting all of their energy before they can even access the right resources?

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