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 Featured Guest: Amy Jeffs Sr Product Marketing Mgr, eLearning, Witness Systems |  Host: Gary Lemke President RealMarket |
Today's customer sales/service representatives (CSRs) receive more sophisticated inquiries that require thorough new hire training, as well as ongoing education. The fast-paced contact center environment requires new and existing agents to learn critical skills efficiently so they can be productive CSRs in the contact center. Industry experts project that within the next few years the predominant method of ongoing agent training will be individualized computer-based learning. Balancing the right amount of e-Learning with classroom training is key for the success of contact centers, as well as the professional development of agents. To determine this balance, contact centers need a system to evaluate the performance of their agents and their centers, so they can blend e-Learning with classroom training appropriately to serve and educate their agents effectively.
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