Contact Center AGENT TRAINING Special Interest Group

Learn about strategies and practices for optimizing the efficiency and effectiveness of contact center training.

Contact center agents have a pivotal impact on customer experience and are essentially the “voice of the brand” for many companies’ customers. Ensuring that this key team has the knowledge and skills necessary to perform this critical function is vital. To that end, contact centers invest significant resources in agent training. However, the task is daunting and growing more so as the agent job becomes more complex, the pace of change accelerates, and the pressure to perform on many dimensions increases.

This SIG discussed topics related to initial and ongoing training. It was tailored to those with direct responsibility for designing and/or delivering agent training, contact center managers and emerging leaders. Participants learned about the strategies, practices, processes and tools used by other companies' participation in the group to improve efficiency and effectiveness.

This SIG concluded July 2015.

Read the Contact Center Agent Training SIG charter document»