Tip 1: Design Objectives for Developing Contact Center Training

An effective training program ensures a successful transfer of knowledge – about brand culture, products and processes.

Providing Brand Specialists with a solid foundation of information helps them daily and throughout their careers, to create brand passion and meaningful customer engagement.

It sets the stage for continuous development of specialists, the program and the call center.

While extremely difficult to condense the vast array of training expertise, we summarize in these 5 tips.

The first tip follows:

Tip 1: Design Objectives and Outcomes.

Setting objectives and outcomes identifies your expectations for training and how you will measure success. They will guide you as you develop your program.

  • Work with stakeholders to define expectations for the Brand Specialists.
  • Work with subject matter experts to determine measurable outcomes.

See Tip 2 in Tuesday’s blog.

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