“According to the largest percentage of individuals responding to the same survey, annual targeted training time for both managers and staff falls into range of 21-41 hours, or little more than one-half hour per week. … But just sending an employee for one-size-fits-all training isn’t enough. A smart manager will perform a skills gap analysis to discover what kind of training the individual needs as well as which skills are weal across the help desk as a whole. ”
- 360 Degree Hiring, Retention and Career Pathing, by Jana Johnson