- Knowing how to balance electronically delivered training with instructor led training
- Off the shelf content for universal customer interface management skills (soft skills)
- Leadership training (strategic planning, budgeting, etc.) - In the rapidly changing contact center environment first level leaders must play an active role as change agents and leaders in the change process. They must take on a greater role to innovate, motivate, think creatively and initiate change. First level leaders must become "the whole package" of leaders, coaches and managers. The more time a call center is able to "free up" for the first level leaders the greater leadership role these leaders will be able to assume.
- Preparation training prior to promotion (e.g., supervisor in training courses)
- More structured training evaluation (did the training accomplish what it was intended to, do the people demonstrate a greater skill level after training?)
- Demonstrating a ROI around training endeavors
- Research indicates that employees would be more satisfied if they were able to learn more. Companies are investing in training therefore to retain most valuable employees.
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