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For someone looking at an external training company I would recommend to take a close look at the capabilities of the training firm. Training is all that they do, so there is probably not a lot of doubt there. They have research that supports what they do as well as hands on experience. Hands on involvement with call centers really add credibility to the training. Finally, you need to really assess what type of impact the training is going to have. Sometimes this can be hard in advance but it is possible if you really tie the training to the objectives. - Brad Cleveland of ICMI

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