5 Tips for Developing Contact Center Training. Tip 2: Invest in Content

Training is the foundation of meaningful customer engagement, as mentioned in yesterday’s blog. Tip 2 of this week’s series discusses taking the time to prepare and invest in your program for the best results.  Monday, Tip 1 focused on designing objectives and outcomes.

Tip 2. Invest in Content Development. Create a content strategy to include training manuals, knowledgebases and service bulletins, whether physical or digital. Content is critical to creating a proven repeatable process that generates consistent trainings as well as to provide information Brand Specialists can access in an instant from the knowledgebase.

  • Preparing modules is a special skill. Invest in professionals to create training manuals correctly the first time.
  • Provide new hires with access to knowledgebase content.


For Tip 3, see Wednesday’s blog.