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Creating a Training Strategy and Evaluating …
Creating a TrainingStrategy and EvaluatingEffectivenessEdited by Brad Cleveland and Debbie HarneContentsDeveloping a Call Center Training Strategy .. 1 Drivers of Call Center Training Requirements .. 5 Identifying Training Needs .. 7 Aligning Call Center Training with Organizationwide Initiatives .. 11 Evaluating Training effectiveness .. 13 Reference Bibliography .. 15 About This ICMI Tutorial.. 16 About the Editors .. 17 About Incoming Calls Management Institute .. 18 Post Office Box 6177 Annapolis, Maryland 21401800-672-6177 410-267-0700 Fax: to ICMI, Inc., 20031 ICMI TutorialCreating a Training Strategy and Evaluating EffectivenessDeveloping a Call Center Training StrategyKey Points Key elements of a call center Training Strategy include: Alignment with organizational and call center objectives Senior management support Involvement of call center managers Quality in program design, development delivery andevaluation Motivation of participants Integration with human resource management policy Training is often i
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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