Business Services Industry
Agent training top priority. (Agent Training).(at customer contact centers)(Brief Article)
Customer Interface, May, 2002 by Fraser, Sarah
Customer contact center managers are planning to increase investments in agent training -- to bolster agent effectiveness -- over the next few years, according to research from Yankee Group. Providing adequate training and meeting service levels while facing flat budgets for 2002 is a large challenge for customer care managers, reports Yankee Group.
As a result, many will be investing in cost-effective tools that help enhance the productivity of the workforce. "The number-one response for likely areas of contact center spending over the next two years was agent training, with 62 percent of survey respondents identifying it as a highest spending priority," comments Devon Shea, a CRM strategies analyst and author of the Yankee Group survey-based...
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