Training At The Desktop: Seven Strategies For Success

摘要

The advent of e-learning as a strategy for training call center agents has yielded an efficient and cost-effective new toolset for sharpening agents' knowledge and skills, but it has also raised a series of challenges. What kinds of instruction are best suited for delivery at the desktop? How does online course-work fit into the center's overall workflow? How can it assist agents who are underperforming? The answers to questions like these are becoming increasingly important as e-learning gains ground in the contact center world. Managers are turning to e-learning systems as an alternative to certain kinds of classroom training in order to cope with a wide array of financial, staffing and logistical pressures.