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Blog Posts
Pain Points for Call Center Employees
March 19, 2018
If you work in a call center, I’m sure you may have popped one or two items in the suggestion box from time to time. You’re not alone, according to studies conducted by eGain Corporation   and Five9, providing agents the ability to provide accurate and timely answers to callers is their biggest frustration.  Much of what is driving this challenge is…
Is Role-Playing Deliberate Practice?
December 4, 2017
How many of us roll your eyes or start to sweat when you hear these words during a training session “Ok time to role-play”? So why do trainers use this exercise?  I’m sure the most common response is that we learn by doing.  But if you’re only “doing” once or twice without any reinforcement or even worse — bad coaching,…
Realistic Chat Bots
October 29, 2017
I still prefer talking to a real person when I call tech support but it’s scary how realistic the future chatbots will be to real people Share this:Click to email this to a friend (Opens in new window)Click to print (Opens in new window)Click to share on LinkedIn (Opens in new window)Share on Facebook (Opens in new window)Click to share…
Vocal Dexterity — How it Can Impact Your Profession
August 31, 2017
With all of the news around chat bots and AI most of us still communicate with real humans the majority of the time.  I like to call these “Verbal Transactions”.  In a recent article published by The Guardian   examines how trustworthy our voices may sound.  Higher pitched voices tend to be less trustworthy than others as well as people…
Does Practice Make Perfect?
August 22, 2017
How many of you read Malcolm Gladwell‘s book “Outliers”? Me — too! What wasn’t clear when I read the book was that Gladwell himself doesn’t think you can become a top performer in any skill just by putting in ten-thousand hours. In a recent interview from Freakonomics Radio, Gladwell goes more into depth on what he meant by the ten-thousand-hour rule when…
Will Chat Bots Become the Next Learning Platform?
May 2, 2017
For those of you out there who utter the words – OK Google, or Siri call home and my favorite Alexa play Jeopardy.  Chat bots, some of which are Voice Assistants may be the next killer app.  In a recent article by John Brandon in Venture Beat, he wrote about test driving the Kia Niro which comes with a very…
You Had Me At Hello
March 3, 2017
How many times have you reached out to a friend or family member over the phone and immediately know something is wrong just from the way they answer the phone? With just one word out of their mouth you know if they are having a good day or a bad day. Think about this when you are making a sales…
I Was a Blab Virgin
February 19, 2016
Have you heard of Blab? The new live streaming platform that allows you to host your own online video show. You can view my recorded session below. I was checking it out to see if it could be used for training. I think there are some pros can cons. I was fortunate enough to have two strangers jump in and…
Why Do We Use British Voices in Business?
February 16, 2016
You can’t watch any reality competition show on TV these days without seeing at least one judge who has a British or UK based accent.  I wonder if the reverse is true in other countries — are they hiring US based judges?  Nope!  I checked.  So why is that?  Well several reasons but here are a few: • To elevate…
Trends for Call Centers in 2016
February 13, 2016
http://customerthink.com/top-9-call-center-trends-for-2016/?utm_source=feedburner   http://knowledgeshift.net/wp-content/uploads/2016/02/ttt-feb-12.mp3 Share this:Click to email this to a friend (Opens in new window)Click to print (Opens in new window)Click to share on LinkedIn (Opens in new window)Share on Facebook (Opens in new window)Click to share on Twitter (Opens in new window)