15 tips for contact center training on a budget

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.

Join Us Next Time!

Check out our forum for full recaps & info on future chats:

http://ubm.io/1OKA9lE

15 tips for contact center training on a budget

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