This article was edited from its original format for CRMGuru.com. Read the companion piece, Customer-Driven Training: Use the Voice of the Customer To Maximize Your ROI.
We've all see it: members of the new agent pool sitting in a large classroom, usually with computer monitors in front of them, waiting to be trained for their new contact center job. Each person in the room is trained on the same elements, at the same time, with the same pace. This part of the traditional training process is necessary, but what about its long-term effectiveness for a holistic approach? Customers say they want to be treated like individuals and not numbers; doesn't the same apply to your employees?
