Webinar On Demand

Quick Tips for Reducing Training Time While Improving Efficiency

In today's economy, achieving both excellent customer service as well as increased productivity is "make or break." Contact centers must find a way to provide better and more efficient customer interactions as well as contribute to the company's profitability.

In this session, Maggie Klenke, Founding Partner of The Call Center School, discusses how to reduce training time, increase agent retention and improve CSR proficiency and efficiency in your contact center. We share proven techniques for both your contact center operation and your training delivery which dramatically reduce the training burden on your operations. Key topics include:

• Periodic reinforcement of lessons learned
• Spontaneous training to push out updated processes
• The impact of reducing desktop complexity on training
• Auto-navigating applications based on customer
• Monitoring and alerting opportunities which will indicate needed training
• Auto-populating a skills table in ACD skill-based routing system and workforce management system upon completion of an automated training module