The Kirkpatrick Model Is Dead. Long Live The Kirkpatrick Model.
The Kirkpatrick Model has long been the gold standard for training evaluation. Since the 1950s, it’s given L&D and contact…
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The Top 5 AI Simulation Training Tools for Contact Centers in 2026
As channels proliferate and the contact center conversation mix incorporates more and more AI, the way that teams train and…
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What is the Kirkpatrick Model? A Practical Guide for Contact Center Training
Most contact centers believe their training is effective, but how many actually measure it? We might evaluate completion—agents complete onboarding,…
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How to Stop the Self-Fulfilling Prophecy of Contact Center Agent Churn
It’s Vivian’s first live shift at her contact center job. Her company’s IVR and AI tools have already absorbed the…
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TrueCX Achieves Enterprise-Grade Security with ISO 27001 Certification
Fairview, Texas – March 2026 – TrueCX, the AI platform for agent readiness and contact center training, announced today that…
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What Unprepared Agents Really Cost You
The true cost of “on-the-job” learning AI is quietly reshaping many contact centers. With IVR handling balance checks, bots resetting…
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5 Ways AI Has Made Contact Center Onboarding Harder
Contact center agent onboarding has followed the same arc for decades: start new hires on simple calls and build confidence…
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Day One Readiness: A Practical Checklist for Contact Center Trainers
An agent’s first day on the phones sets the tone for everything that follows. Confidence. Performance. And even retention. Many…
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Metrics to Track Before Agents Take Their First Call
Most contact centers wait until agents are live on the phones in order to measure performance, but by that point,…
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How AI is Turning L&D Into a Business-Critical Function
For the past few years, conversations about AI in contact centers have brought with them a lot of anxiety. Will AI…
