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Continuing my series,Make Training Count: 10 Tips to Increase ROI, here is my seventh tip:
Make sure the trainer/facilitator understands (as much as reasonably possible) the goals/objectives for the training as well as the target audience.
Assuming training is the right solution, the trainer should have a clear understanding of what the overall need/problem to be addressed is and develop training objectives that match that. Participants must know what to expect from the course. They must be clear on the overall objective of the program. For example if the program is designed to be a refresher for representatives on how to navigate a key desktop application, it is important to indicate whether the class will be taught at an advanced, intermediate or introductory level. If the class is on customer service skills/soft skills, what new behaviors should participants be able to demonstrate as a result of the training?
In addition, it is critical that the trainer (whether internal or external) know as much as possible about their audience. Some questions that will enable that understanding include, but are not limited to:
Looking for more tips to increase your training ROI? Be sure to check the blog next week for the final three tips in this series.
Rose Polchin is a Senior Consultant for ICMI. She brings over 25 years of contact center experience, both as an independent consultant and in contact center leadership roles within the financial services and health care industries. During her tenure as senior director of customer service strategies for one of the country’s largest health care services organizations, Rose’s leadership was instrumental in creating and implementing a common vision, strategy and processes across the company’s multi-site contact center network, which helped establish the contact centers as strategic assets for the business.
Rose now continues her commitment to excellence in customer experience through her delivery of ICMI seminars and by partnering with customers on key projects. Her hands-on experience has equipped her with the ability to consult with contact centers on all facets of contact center management from strategic development and deployment of resources to quality program design and employee engagement. Rose’s passion and focus is partnering with customers to develop and implement strategies that create value for their respective organizations, customers and employees.
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