Contact Center Training: Designing a Plan for Agent Effectiveness

Improve the quality and effectiveness of agent training and get the most from your training budget by mastering the essential concepts of training program design.

Agent training is an essential piece of your agent satisfaction and retention program, your customer satisfaction strategy, and the smooth operation of your call center. Through ICMI’s Designing Effective Training for Agents virtual classroom course, you’ll get a grasp on the fundamental elements of what make a standout agent training program.

You’ll learn how training and development benefit your organization now by decreasing turnover and how it will benefit your organization in the future by growing skilled employees for future positions. Included are the pros and cons of hiring and training a trainer in-house or hiring one from the outside.

Adults learn differently than children. This course gives you the basic concepts of adult learning so you can design new programs—or tweak old programs—that effectively use learning methods that are proven to help your agents learn and retain the information they need to be productive and successful.

You’ll also discover the critical steps to take in developing a training strategy that aligns with your departmental and organizations objectives and garners senior management support, including:

• How to analyze your current training so you can determine where the training gaps are and how to develop recommendations to fill those gaps.
• How to select the type of training that best suits your needs and budget, including the benefits and considerations of classroom, self-paced, and on-the-job training.
• How to use e-learning, including vendor selection and monitoring.

Designed for directors, managers, supervisors, and trainers with responsibility for developing training for frontline contact center staff, this course prepares you to implement ongoing training and shows you how to get the entire contact center excited about training.

Date:	Price:
Feb 10, 2pm to 4pm EST	$299.00

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