Ongoing agent skill development and training raises the level of knowledge, skills and attitudes for the entire workforce therefore making the contact center more productive, competitive and self-reliant. The most successful companies never stop after the new hiring training. They continue with refresher courses on products, services, system application, soft skills and technical skills.
Cross-training agents makes agents more valuable; they can fill in at a moment’s notice. Agents who have been cross-trained to do everyone’s job inside out and backwards become a go-to-person. Many times, these people are highly driven and motivated and become rising stars for promotions. Invest in your people and they will invest in the company with tenure.
Don’t forget the compliance training and figure out how to make it fun! It is a vital part of the education and training plan and is usually the most dreaded to complete. Get the most out of the compliance training by making it more meaningful, applicable and engaging. You will not only meet the compliance requirement but employees will know how to apply regulations with complete knowledge integration.
Ongoing training is how the best keep getting better. Run to the finish line and collect the gold!
Specialized Office Systems offers customized solutions to deliver printing, promotional products, apparel, office supplies and business furniture to multiple locations across the country. You will receive the personalized service you want and the attention to detail you need.
Cresa Commercial founded in 1993 was convinced that representing tenants exclusively was the best way to go. Not only would it give our clients the kind of objective, unbiased advice they might not get elsewhere, but it would also give us a unique offering in the real estate marketplace.