Monthly Archives: January 2012
Training’s Value Proposition
We know that highly engaged agents contribute more – often much more – than less engaged agents in terms of client loyalty, client profitability, and enhanced shareholder returns. It’s obvious that training is a key driver of agent engagement. We’re … Continue reading
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Tagged call center, call center agents, call center change, call center communication, call center culture, Call Center Development, call center improvement, call center management, Call Center Manager training, call center performance, call center supervisor, contact center development, improve call center, improve performance, performance development
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LEARNING 2012
I mentioned Kirkpatrick www.kirkpatrickpartners.com below. They’re the kings of training evaluation; they’ve been the industry standard since the late 50s. Trainers HAVE to understand their approach. One pearl of theirs: begin with the end in mind. Know what training outcomes … Continue reading
Posted in Call Center Today News, Management Tips
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