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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.
Who Should Attend?
- Directors
- Managers
- Supervisors
- Trainers with responsibility for developing training for frontline contact center staff
Course Length and Delivery Method
This course is delivered in a two-hour virtual classroom session. Purchasing this course on-demand will give you access to the recording (slide presentation with audio) and course materials for 30 days.
Course Materials
- Printable Slide Presentation
- Industry Articles
- Measuring the Effectiveness of Customer Service Training in Call Centers
- Stop Wasting Money on Training: Focus on Performance Outcomes
- Web-Based Training: Technology May Differ, But Approach is Similar
- Handouts
- Customer Service Training Module and Skill Flow
- Sales Training Module and Skill Flow
- Sample Training Role Play
Pricing
Pricing for live virtual classroom courses is for one computer and one telephone connection per session. An unlimited number of participants may attend through a single connection to WebEx.
Cancellation Policy
Please take a moment to read the cancellation policy.
