Creating a Training Strategy and Evaluating Effectiveness

← Back to document page

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.

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

  Training, Creating, Strategy, Effectiveness, Evaluating, Training strategy and evaluating effectiveness