Agent training is a critical element in any successful customer contact centre. But giving agents the information they need to succeed in a timely fashion can be challenging, time consuming and costly – and information is only part of the answer. To be truly effective, training initiatives should be targeted and should also help agents acquire and retain value-based knowledge. Agents should be able to review existing content within training and reference materials while on a call or other type of interaction.
An effective training program should incorporate the ability to target learning based upon the most current quality and performance evaluations and ensure the transfer of knowledge was retained by incorporating quizzes upon completing of the learning session. Additionally integrating the content with the customer interaction and associated performance score that is triggering the learning session and the report validating that the transfer of knowledge was retained should be integrated ensuring a seamless and comprehensive closed-loop agent development process.