15 tips for contact center training on a budget

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15 Tips for Contact Center Training on a Budget


Insight from our May 3, 2016 #ICMIchat


Q1: In your opinion, why do contact centers struggle to make the most of their training dollars?


Barriers to Making the Most of Training Dollars

Tip #1: Don’t value style over substance.


Barriers to Making the Most of Training Dollars

Tip #2: Plan first, then act.


Q2: What advice do you have for a #cctr leader who wants to get

their training budget increased?


Making the Case for a Bigger Training Budget

Tip #3: Pilot your new training program with a small group first.


Making the Case for a Bigger Training Budget

Tip #4: Leverage data to highlight past training achievements.


Q3: How should a contact center leader measure the ROI of their

training programs?


Measuring ROI of Training

Tip #5: Tie training objectives to KPIs.


Measuring ROI of Training

Tip #6: Consider the positive impact on employee turnover.


Q4: What advice would you give to a contact center leader who was

recently asked to cut their training budget?


Coping with Budget Cuts

Tip #7: Develop curriculum based on real customer interactions.


Coping with Budget Cuts

Tip #8: Identify training inefficiencies.


Q5: How can a contact center leader best measure the

effectiveness of their training program?


Measuring Training Effectiveness

Tip #9: Ask a simple wrap-up question.


Measuring Training Effectiveness

Tip #10: Compare before & after CSAT scores.


Q6:What ideas do you have for a contact center leader who has to train on a new topic but can't add more new hire classroom time?


Doing More with Less

Tip #11: Trim the fat and use on the job training.



Tip #12: Consider using video/email.



Tip #13: Assign each agent a mentor.


Q7: What's your favorite resource for low or no cost training ideas,

tools, etc?


Low Cost Tools and Resources

Tip #14: Don’t underestimate the power of social media.


Low Cost Tools and Resources

Tip #15: Leverage online e-learning tools like Lynda.


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