People Management, People Development, Agent Training, Measuring training impact/success, New-hire agent training, E-Learning
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Aug 19, 2010
Is your new hire program effective using e-learning?
– Suzanne Greenberg
Having worked in call centers who utilized e-learning for agent new hire training, I can say- short answer, "Yes". Caveat- it must be part of a blended solution and not the sole source of training. New hires need the interaction with a trainer, as well as other employees (their new supervisor, other agents, HR representatives) etc..., in order to onboard successfully to a new company. E-learning is effective for some systems and software type training, but for soft skills, customer interaction, first call resolution,diversity awareness, et al... the most effective training is in the classroom setting (with a hands-on training implementation plan as well). Let me know if you'd like to discuss further. lriggs@icmi.com
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