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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.
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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