What does the boss think you should know and do these days. Depends on your age.
Nearly every leader thinks employees – and potential employees – should be doing something to improve their skills and knowledge, a Promethean survey recently found.
Here’s what leaders from across industries said:
- 18-24-year old employees should invest in further education (46%)
- 25-50-year-old employees should keep a broad range of skills up-to-date (50%), and
- 51-75-year-old employees should work at becoming more adaptable and flexible team members (53%).
Bottom line: In the eyes of leaders, training is essential no matter an agent’s level of experience or education.
To help agents sneak in more training in a busy contact center:
- Mix it up. Invite younger agents to give tutorials on new technology at lunch-and-learn sessions. Have seasoned agents do sessions on processes they helped implement.
- Get agents involved. Regularly ask them what subjects they’d like covered in training – and what topics they’d like to help teach.
