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Do you participate in our weekly Twitter chat? This is the place to continue the conversations, network with fellow chatters, and find recaps, topics and questions for upcoming chats.

Improving Agent Training Messages in this topic - RSS

Posts: 92

Posts: 92
Good morning, everyone!

Last week's chat participants voted on this week's topic. The winner: "Improving Agent Training."

As always, the conversation kicks off at 10 am PT/ 1 pm ET. Here are the questions we'll cover:

Q1: In your opinion, why do you contact centers struggle to offer consistent and effective agent training?

Q2: What are some ways to measure the ROI of training programs?

Q3: What advice would you give to a contact center leader who was asked to cut their training budget?

Q4: What are some fun and creative ways to engage all the senses in learning?

Q5: What are some simple ways to train on a new topic when there isn't time for a formal classroom session?

Q6: What is the best way to ensure employees retain and apply what they learn during training? #ICMIchat

Q7: How do you decide how much ramp-up time to give agents before they're responsible for managing contacts on their own?

Q8: How can artificial intelligence play a role in employee training?

Erica Strother Marois
Community Strategist, ICMI
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