Creating a Training Strategy and Evaluating Effectiveness

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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 . . . . . . . . . . . . . . . . . . . . . . 18Post Office Box 6177 Annapolis, Maryland 21401800-672-6177 410-267-0700 Fax: to ICMI, Inc.

Creating a Training Strategy and Evaluating Effectiveness Edited by Brad Cleveland and Debbie Harne Contents Developing a Call Center Training Strategy ...

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