Agents, supervisors and contact center leaders must train. Here’s how all of you can get more out of each session.
There’s something that can be done before, during and after training to increase your chances of retaining it all.
- Before: Read handouts early. If you have access to them, read the details to avoid being distracted by them in training.
- During: Zero in on application. Rather than write down everything the leader says, take notes on how the information applies to your job.
- After: Review notes immediately to expand on the details while they’re fresh in your mind. Put them in terms that will make the most sense weeks and months later (perhaps bullet points).
