http://callcentertoday.com/contactcenterblog Training Strategies For Your Contact Center Managers And Team Members Thu, 19 Jan 2012 03:44:56 +0000 hourly 1 http://wordpress.org/?v=3.0.1 http://callcentertoday.com/contactcenterblog/2011/12/11/back-to-the-basics-for-training-success/comment-page-1/#comment-216 The Contact Center Express Thu, 19 Jan 2012 03:44:56 +0000 http://callcentertoday.com/contactcenterblog/?p=231#comment-216 I keep going back to my carpenter's advice. Measure twice, cut once. If trainers and the C-suite can get together from the beginning, and task training with aligning learning with the business goals things would turn out a lot better. We're experimenting this year and doing just that. It did feel a bit like a mandate, but that's what C-level execs do. Asking training to design and delivery learning opps - online and f2f - IN ORDER TO MEET THE BUSINESS NEEDS, i.e. teach the skills the business needs people to have, automatcially makes training more effective. To CYA, we're leaning very heavily on Kirkpatrick www.kirkpatrickpartners.com to evaluate the effectiveness of training (which can only be part of the "solution"). Your thoughts? I keep going back to my carpenter’s advice. Measure twice, cut once. If trainers and the C-suite can get together from the beginning, and task training with aligning learning with the business goals things would turn out a lot better. We’re experimenting this year and doing just that. It did feel a bit like a mandate, but that’s what C-level execs do. Asking training to design and delivery learning opps – online and f2f – IN ORDER TO MEET THE BUSINESS NEEDS, i.e. teach the skills the business needs people to have, automatcially makes training more effective. To CYA, we’re leaning very heavily on Kirkpatrick http://www.kirkpatrickpartners.com to evaluate the effectiveness of training (which can only be part of the “solution”). Your thoughts?

]]> http://callcentertoday.com/contactcenterblog/2011/12/11/back-to-the-basics-for-training-success/comment-page-1/#comment-213 Jerry Kovarik Tue, 10 Jan 2012 19:03:52 +0000 http://callcentertoday.com/contactcenterblog/?p=231#comment-213 I could'nt agree more. Often we train for quantity and the expectation is for higher quality. We train reps to be technically accurate and the business wants them to be more sales oriented. We train them to follow a process and the business expects them to be kinder and gentler and more customer focused. It is criticial to know how management measures success of your call center. What metrics are they looking at? Granted, they want it all, but generally their pain points come to the surface. Management needs to understand the tradeoffs of competing metrics such as a low AHT may contibute to a low customer satisfaction score or a low first call resolution rate. The key to a good needs analysis comes from management and less often from the reps on the phones. I could’nt agree more. Often we train for quantity and the expectation is for higher quality. We train reps to be technically accurate and the business wants them to be more sales oriented. We train them to follow a process and the business expects them to be kinder and gentler and more customer focused. It is criticial to know how management measures success of your call center. What metrics are they looking at? Granted, they want it all, but generally their pain points come to the surface. Management needs to understand the tradeoffs of competing metrics such as a low AHT may contibute to a low customer satisfaction score or a low first call resolution rate. The key to a good needs analysis comes from management and less often from the reps on the phones.

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