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 for a better contact center
Create a content strategy to include training manuals, knowledge bases 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 knowledge base content.
For Tip 3, see Wednesday’s blog.