In the Contact Center Challenges & Priorities Report released last month, contact center leaders revealed that one of their top priorities for 2016 is to improve training, focusing on the amount, content and/or the quality.
That made us wonder what types of training content are centers currently providing to frontline agents and supervisors? Is the focus more on product knowledge, technical training or soft skills? Pipeline, in collaboration with CX Solutions (formerly TARP Worldwide), decided to take a deeper look at the what, how and how much of today’s training programs with a brief survey on Training Vs. Skills Development.
It’s a very quick and painless survey (5 questions that you should be able to answer in less than 2 minutes). The findings will be reported in an upcoming issue of Pipeline. If you’re not yet a subscriber, we’re offering a complimentary subscription for participating to make sure that you get the results (and more!).
Your input is greatly appreciated! You can take the survey here.