From the course: Customer Service: How to Adapt to Changing Customer Needs
Join today to access over 25,300 courses taught by industry experts.
Embrace weekly or biweekly continuous training
From the course: Customer Service: How to Adapt to Changing Customer Needs
Embrace weekly or biweekly continuous training
- In a world where technology evolves daily, your skills should, too. So how do you stay ahead of the curve and the competition? You have to invest in the continual growth of your employees. In many customer support organizations, more effort is put into onboarding new hires than in ongoing training for current employees. When additional training is needed, it's often hastily assembled in response to urgent issues. To adapt to change effectively, invest in regular, continuous training, so you have more management and organization in your training process. To begin with, you need to make sure you have guaranteed slots for training in your agent's routine, at least on a biweekly cadence. This should be integrated into your workforce management system and scheduling, ensuring dedicated time for training. You should set aside typically an hour or two. Consistency is key, so agents become accustomed to setting aside time for training and can fully focus on learning. After setting aside…
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.