Balto’s Conversation Excellence Lab has published a new report investigating one of the most pivotal points of an agent’s career: new-hire onboarding. The report, “How to Fix Onboarding, According to 400+ Contact Center Employees,” analyzes how contact center agents, supervisors, managers, and executives view their onboarding processes and their effectiveness. The Conversation Excellence Lab, who led the project through completion, used statistical analysis to identify insightful trends, including: Both managers and agents ranked 1-on-1 training...