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CCW Excellence Award for Best Training and Development Program Goes to TeleTech
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The 2017 CCW Excellence Awards honor, recognize and promote individuals and teams who have made a commitment to driving superior contact center and Customer Experience (CX) performance. The awards are dedicated to recognizing world-class innovation, creativity and execution across the full spectrum of contact center functions.
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"Often times, training and development focuses on the ramp up of the associate and determines performance using only the perfunctory measurements of associate effectiveness," continued Mr. Jimenez. "We've gone far beyond that, leveraging real time insights to fuel constant and continual direct development of individual associates through performance encouragement, engagement and empowerment. We also use these leading indicators of opportunity to leverage what's working and further improve areas of the training to enhance team performance, based on our unique perspective of training associates to be true customer engagement brand ambassadors."
Key highlights of
- Pre-hire assessments
- Knowledge management and gamification training methodologies
- Coaching strategies
- World class blended development programs utilizing digital and facilitated mediums
- Recommendations on overcoming generational challenges in the call center
- Professional development and incentive programs
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