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Category: Business and Industry
Date Submitted: 10/26/2011 11:06 AM
Overview
This is an excerpt and overview of the Training Agents toolkit.
Training roadmap overview This section will provide you with the “big picture” roadmap for the training toolkit.
Overview
The Call Center Training Development Roadmap consists of 15 individual processes (see Figure 1). These processes can be grouped into five categories based on your perspective or orientation: • • • • • strategic perspective management perspective training perspective learners’ perspective delivery and evaluation perspective
Each of these perspectives will need to be considered to form a world-class training organization.
http://www.call-center.net/training-and-development-main.htm
For more on the Agent Training Toolkit visit:
1
Overview
This is an excerpt and overview of the Training Agents toolkit.
Review Business Strategies & Direction
Conduct Needs Assessment
Prepare Training Strategy Document
Design Training Organization
Design Curriculum
Assess Individual Competencies
Secure Resources
Develop Training Content
Prepare Individual Development Plan
Prepare Operations Plan
Select Delivery Methods
Schedule Individual Training
Develop Courseware
Strategy Management Development Learner Delivery
Deliver Training
Evaluate Performance
Figure 1 – Training Development Roadmap
http://www.call-center.net/training-and-development-main.htm
For more on the Agent Training Toolkit visit:
2
Overview
This is an excerpt and overview of the Training Agents toolkit.
The strategic perspective
The Strategic Perspective covers the first three activities of the Call Center Training Development Roadmap. These activities provide the necessary foundation for creating an effective training program and organization. The final output will be a Needs Assessment and Training Strategy Document.
Highlights of activities
Review Business Strategies & Direction
Conduct Needs Assessment
Prepare...