The eLearning Market: As Seen in Call Center Magazine
The e-Learning Market
What is e-learning for, anyway? It’s not for replacing your regular training regimen. e-Learning is about staying ahead of individual agent training issues. It’s about efficiency and learning from agents’ less successful calls. It’s about taking advantage of downtime and using call recordings and call evaluations to help agents do their jobs better. It’s also about keeping agents informed of new equipment, new methods and customer promotions. David DiStefano, CEO of Philadelphia-based Richardson told us that in a sales environment, e-learning is perfect for teaching agents about the products they’ll be selling, and for giving them cross-selling and upselling tips.
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