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 .

www.incoming.com Copyrighted to ICMI, Inc., 2003 4 ICMI Tutorial Creating a Training Strategy and Evaluating Effectiveness In short, a training program’s ROI should not be considered in a vacuum.

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