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Agent Motivation & Retention
Agents that are enthusiastic about their jobs tend to be above average performers and loyal employees. This forum addresses the issues around agent motivation and retention.
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Tuesday, January 12, 2010 11:12 AM
in Help with making tasks less repetitious
by Monique 
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Coaching & Supervision
Coaching techniques vary by individual and circumstances. This discussion focuses on coaching techniques for supporting frontline agents.
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Tuesday, January 26, 2010 10:48 PM
in Mission Statement
by Monique
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Critical Thinking
Effective problem resolution is at the heart of most of our job functions. This forum looks at critical thinking and how it can help agent performance.
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Customer Service & Support
Customer service is both a philosophy and a skill. Providing exceptional customer service is both good business and good manners. This forum examines the wide range of issues around customer service.
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Monday, January 18, 2010 8:42 AM
in Professional Call Opening
by tfollmer
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E-mail Communication
Email communication has become ubiquitous and is often the primary method of interacting with customers. This forum explores our use of email and how it can be used more effectively.
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Tuesday, October 06, 2009 7:44 AM
in Email Professionalism
by Vasudha
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Metrics
Measuring performance is the clearest way to determine if your department or company is reaching your established goals. This forum examines various performance metrics and the issues surrounding them.
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Friday, October 09, 2009 10:10 AM
in Measuring accuracy
by Peggy Shaffer
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Sales
Sales is a critical function for any organization. There is skill, technique, and artistry in the sales process. This forum explores these sales aspects and anything else that impacts this time-honored profession.
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Monday, March 01, 2010 4:52 PM
in Confidence making calls
by Monique
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Social Learning
Social learning has gained attention as digital communities develop around social network sites. This forum explores how we can better use social learning to inform agent and customer communities.
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Training & Development
Transferring knowledge effectively and efficiently is essential to talent development. This forum discusses the practical aspects of transferring knowledge and changing behavior through training and development.
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Wednesday, February 10, 2010 3:06 PM
in Role Plays
by Monique
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