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When you plan training for your agents, team leaders or managers, make sure that the time for training is adhered to – even when it’s busy! All too often training gets cancelled at the last minute because of call volumes. By constantly cancelling training, staff can become de-motivated, quality of call handling does not improve and consequently customer dissatisfaction may go up, staff turnover may go up, etc. Have an agreement with senior management that when training IS PLANNED it HAPPENS no matter what the operational challenges. The day you and your company adhere to this, things will start to get better! ContactCenterWorld.com
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