Reducing Costs in the Contact Center, Part 2 of 2

Most systems training can be automated. Engage a consultant or an instructional designer to assist with training content development. Content is one of the most overlooked and undervalued parts of the process in a contact center. But it ultimately has the most impact on agents’ learning and, as a consequence, their tenures. Spend the time and attention needed to make this successful; it will only benefit the organization in the long run.