Is your training as effective as it should be? There has to be a better way to measure it than this.
More than 60% of contact center leaders say “guesswork” is how they measure the effectiveness of their training efforts, according to an ESI International study.
Remember: No one can manage what they don’t measure. So contact center leaders want to take a more systematic approach to training. Try this:
- Start small. Aim to improve one metric or step in the customer experience.
- Measure it. Find out where you stand currently.
- Train to the specific goal, nothing else. Keep training sessions short and focused.
- Follow up on training. Send email reminders of the information several times after training until the new goal is scheduled to be met.
- Reevaluate. Measure the metric or get customer feedback on the experience.
