Industry Insights

Importance of Training and Development


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A Dozen Ways to Cultivate Customer Relationships

By:  Brad Cleveland

Over the past decade or so, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. But have evolving customer expectations,...

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Hiring the Right Talent

Hiring the right talent is crucial for any business especially for companies that have to communicate with their customers directly daily. In order for a company to be successful, they must have the right people, in the right place with the right...

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Gaming Your Training: Creating a Positive Training Environment

Tamara Schroer, VP Development & Performance, Working Solutions

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New Solutions to an Age-Old Challenge

By Kim Lockhart Senior Vice President, Randstad Staffing

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Virtual Agents Best Practices Series - People

As more and more managers venture in the Virtual Contact Center world and make the decision to have a portion of their company’s call center operation manned by Work at Home Agents, I thought it might be beneficial to share over the course of the...

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