Call Center Managers often struggle with agent churn. Churn rates in the call center industry are extremely high, especially early on in the agent's time with the company. What many managers don't realize is that many of their agents "feel stupid". They are thrown into situations where they don't know the answers and are constantly having to either put the customer on hold while they talk to their co-worker, or pass the customer onto their manager.

THE biggest challenge that we see companies encounter is getting started creating content. We see two camps: The "Document Everything We Can Think of" crowd The "Create the Perfect Plan Before We Start" crowd They both run into trouble. The first group starts out really strong, but quickly gets burned out. The worst part is they spend a lot of time writing articles that no one ever uses.

In most consulting engagements that involve any form of change management the consulting team is required to deliver some sort of training material to the customer. This often takes the form of a "train the trainer" approach.

If you have ever been on a backpacking trip, then you know that a backpacker has to deal with competing goals when packing.

What will this article help you do? This article is going to help you achieve better training results in less time by teaching you how to create clear training "Outcome Statements". What if I told you that you were lost? But then I didn’t tell you where you needed to go? How would you develop a plan? How would you know if you were making progress? How would you know when you weren’t lost any more? Create an Outcome Statement In employee training, you clarify the destination by creating a clear definition of the outcome you want to achieve. We call this an “Outcome Statement.” Getting this definition right can make all of the difference. An ambiguous Outcome Statement will make it difficult to create training materials, measure progress, and determine success. A clear Outcome Statement will help you know: Exactly what training materials to create Exactly what to measure Exactly when you have achieved success (or failure) Attributes of a good Outcome Statement

Are you getting ready to rollout a new CRM system, or to onboard some new employees? Here are four rules that will help you use ScreenSteps to improve the success of your training.

ScreenSteps isn’t just a traditional knowledge base - it’s a tool for giving your employees all the information they need to do their job in the context of where they are working. Here are three examples of how we have been using ScreenSteps:

Why do we assume that we need to learn everything? Our brains can only hold and apply so much information. Do we really want to limit our performance and the performance of our employees to what information we can remember and actually apply? Not if we want our team to reach its full potential. But what if L&D changed its strategy from trying to teach more information to trying to help employees be successful when they forget?

I teach. A lot. I teach people that are very interested in what I have to say. And I teach people that don't care at all. I teach people who are highly motivated to apply the information that I present. And I teach people who like what they hear but can't find the time to get around it actually applying it. I teach big groups and individuals. I give lectures and I lead discussions. And I have to do it multiple times each week. Here are just a few principles that I have learned over time. 1. You cannot teach someone who is not ready to learn.

I have what we like to call our $40,000 fridge problem. Whoever designed our kitchen (long before we purchased our current house) put the oven so close to the wall that you can only fit a small fridge next to it. The oven is situated such that in order to get a larger fridge we would have to redo the entire kitchen.