Contact Center Best Practices: Using Training to Achieve Enterprise Goals
By Donna Fluss
Whether your contact center is committed to improving productivity, enhancing the customer experience, converting from a cost center to a sales-oriented profit center, or introducing a work-at-home program, one of the most important change management tools is training. Unfortunately, this crucial step is too frequently skipped when implementing a new system, or cut out of the schedule when time frames are tight, despite the proven cost of this omission.
Training – which can be delivered in the form of stand-up training, coaching (see
Contact Center Coaching Best Practices: Outstanding Agents Strengthen Your Brand), or eLearning – is necessary to teach agents how to apply a new procedure/policy or navigate a new system, and to change their mindset and departmental culture. Contact center agents, like most people, are happy to try something new, if they are given a reason and taught how to do it. This paper presents proven techniques, best practices and a case study that show managers how to effectively integrate training into the overall framework of projects. It reflects the benefits and mission-critical nature of training in helping contact center leaders achieve their strategic objectives.