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.

step in the process involves analyzing current performance and identifying future objectives. For example, if a new product or service will be introduced in six months, determine what knowledge, skills and abilities. ICMI Tutorial Creating a Training Strategy and …

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