Training Philosophy and Meeting Plans

<h3>Training Philosophy and Meeting Plans Overview</h3>Training is key to successfully managing a contact center. This module is designed to help you learn about a variety of training programs for new hires, computers, ongoing professional development, and career paths. This module also introduces the essentials of meeting plans. <h3>Learning Objectives</h3> <b>Upon completion of this eLearning module, you will be able to:</b> <h3><u>Section 1 - Training</u></h3> <ol> <li>Determine whether you should use an in house trainer or outside consultant for training agents. <li>Identify the elements of the learning process. <li>Apply the elements of the learning process to a contact center training program. <li>Explain the five types of contact center training programs. <li>Develop a Quick Start Training Program. <li>Develop a Career Path Training Program. <li>Use the five core competencies to evaluate agents for ongoing training. </ol> <h3><u>Section 2 - Meetings</u></h3> <ol> <li>Determine the frequency of meetings in the contact center. <li>Decide when it is important to have a meeting. <li>Conduct effective meetings. <li>Maintain interest in meetings. <li>Add variety to your meetings with some suggested topics. </ol> <h3>Course Outline</h3> <ol> <li><b>Training Programs</b> <ul> <li>Training philosophy <li>Training programs <li>Orientation <li>Contact handling and computer training <li>Quick start training <li>Ongoing training <li>Career path training </ul> <li><b>Meetings</b> <ul> <li>Frequency <li>Guidelines for effective meetings <li>Meeting topics </ul> <li><b>Activities and Test</b> </ol>