Customer Experience News & Trends

Oh, the potential! What could happen if you trained just a little more

If you trained just a little more, could you raise profits, efficiency and customer satisfaction? Yes, yes and yes, according to business executives in a new Promethean study on training.

About 90% of company leaders believe a better-trained workforce would lead to a 5% increase in productivity and customer satisfaction, according to the study.

So why don’t companies – and their contact centers – offer and demand more training? Many say it’s because of limited resources: They don’t have the money to buy training or time to let agents get away from day-to-day tasks.

But training’s benefits to efficiency and customer satisfaction should outweigh those drawbacks.

A happy medium might include:

  • more peer-to-peer training programs, where agents head up lunchtime sessions (and the contact center provides the food)
  • free training provided by software vendors (who can help you maximize the usage of your technology, and
  • free training by local business associations (which often have retired or up-and-coming experts who want an eager audience).

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