Accelerating Time to Competence of Customer Service Representatives – Part 2

Part 2 of 2: Continuous Learning and Performance Support  In the first article of this 2-part series, I wrote about the importance of employee engagement as a way of getting the most out of customer service representatives, and getting them up to speed as quickly as possible.  In part 2 below, I examine what a

How Managers Can Get the Most From New Customer Service Representatives

Part 1 of 2: The Importance of Engaging Customer Service Employees All companies want enthusiastic and committed employees, and for a good reason. There is a close connection between employee engagement and the financial performance of the company. For example, a study released in 2011 (by Aon Hewitt), showed that the performance of global equity