Train to Retain or Feel the Pain: As Seen in Call Center Magazine
Training is key to retaining customers and agents. Here are some training methods to help you keep your call center on track.
THE BLENDED APPROACH
Call centers are finding that a blended approach of ILT and TBT (with instructors in voice or Web chat, or facilitators using TBT materials) may work best, especially for ongoing training.We’ll refer to this as “facilitator-led training” (FLT). With FLT agents sit at their desktops or in meeting rooms and they can discuss the lessons with the facilitator or with each other.
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