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Agent Training On a Tight Schedule

Posted: by: Chuck Ciarlo

Even with the accurate forecasts and schedules delivered by workforce management, contact center shifts are busy things. When they get a little too busy one of the first activities to be dropped is agent training.

But training is important, so there should be ways to work it in whenever possible, even on the busiest days.

Here are five tips for agent training on a tight schedule. If you have more ideas, let us know on our Facebook page

1. Training Days

Instead of scheduling sessions during a busy day, set a full training day aside for each agent. This is easier to do with the flexible scheduling provided by workforce management. It’s also a nice break away from the phones for the agent, and an opportunity to review performance and morale in-depth, rather than squeezing a lot of instruction into the 30-minute break of a typical workday.

 2. Self-Training

Give agents access to call recordings of their previous customer engagements, and ask them to review three former calls per day, and report on where they think they did a good job, and what they could have done better. The few minutes devoted to this each day can pay significant dividends.

3. Instant Training

Offering feedback on calls as they happen through real-time dashboards can be effective, because you’re discussing performance as it happens, rather than assessing how calls from last month were handled. And here you’re not taking time out for training – you’re training while the agent is doing his or her job.

4. Deputize Your Best Agents

When trainers or managers are unavailable, allow your best agents to take on training responsibilities. Sometimes agents are more responsive to advice coming from a peer than a superior. And the agents you recruit for training will appreciate the trust shown in their skills.

5. Skipping Lunch

It’s not the best option and it certainly won’t be the most popular, but there may be times when scheduled breaks and lunches may have to be sacrificed for necessary training. When that happens, a restaurant gift card may help compensate for one missed meal.

Find out more about how workforce management makes scheduling of shifts and breaks more efficient

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