In most contact centers, QA scores flow to the operations manager, who reviews them, prepares for a coaching session, and works with the agent on
A BPO partner engaged FiveLumens to establish competitive performance on a new home services sales program against mature contact center operations. Their client had brought
A BPO partner needed to reduce time to proficiency for new hire contact center agents after they started taking live calls. Clients needed new hires
Why Unlearning Old Habits Matters More Than Teaching New Skills Every contact center hires people who already know how to talk to customers. That prior
Early in my sales management career, I had a pivotal coaching moment that shaped how I think about developing people. A new sales agent once
With the advent of the mobile phone, it was predicted that with easy access to the internet that human interactions via the phone would eventually
The question of what learning method to use has plagued training and development professionals for decades. With the advent of new technologies, the question becomes
Take a guided walkthrough of the platform and see it in action with your own data. We will show you how coaching and training work together while building a custom AI scorecard tuned to your real conversations.
