By Colin Taylor
A lack of agent training is a sure-fire way of ensuring customers are disappointed. Learning a new skill or capability provide both enjoyment and a break from the mundane, and brings with it the opportunity to increase earnings. But to be effective, organizations need to ensure that they take a measured and consistent approach. Leaving staff to learn on the job or “wing-it” may work for a while, but, to quote Humphrey Bogart, “you’ll regret it. Maybe not today, maybe not tomorrow, but soon and for the rest of your life”. Sooner or later this lack of training, knowledge, or experience will adversely impact a customer.
Now, let’s be clear: no one sits down and says, “let’s design a really lousy training program”.
Instead... READ MORE
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