Reducing Costs in the Contact Center, Part 2 of 2

4. Training program. Can you make it more beneficial to the agents? Is there waste that needs to be eliminated? It’s vital that your training classes are actually training! On-the-job training isn’t an efficient or cost-effective process to get agents up to speed on your programs. Using an e-learning program for the basics could be very useful. It allows you to train consistently and efficiently. Most importantly, it allows you to focus on role-playing and product-knowledge training.