Creating a Training Strategy and Evaluating …

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Creating a TrainingStrategy and EvaluatingEffectivenessEdited by Brad Cleveland and Debbie HarneContentsDeveloping a Call Center Training Strategy . . . . . . . . . . . . . . . . . . . . . . . . 1Drivers of Call Center Training Requirements . . . . . . . . . . . . . . . . . . . . . . 5Identifying Training Needs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Aligning Call Center Training with Organizationwide Initiatives . . . . . . . 11Evaluating Training effectiveness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Reference Bibliography . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15About This ICMI Tutorial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16About the Editors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17About Incoming Calls Management Institute.

www.incoming.com Copyrighted to ICMI, Inc., 2003 1 ICMI Tutorial Creating a Training Strategy and Evaluating Effectiveness Developing a …

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