Tuesday, 01 February 2005 13:48

It's Not Your Father's e-Learning

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CRM Magazine - Paul Stockford - February 2005

Ever since the first call was taken in the first call center there has been a need for agent training. Ongoing training coupled with time and experience is the best way to ensure excellence in customer service. Traditional training usually took place in the classroom, and required the agent to leave his or her desk, usually in teams, for a specified period of time to complete the training. During these training periods, customer service generally suffered as undermanned phones meant long queues and abbreviated service. This presented a bit of a conundrum for call center managers who were required to provide training while maintaining high levels of customer service.



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