We all need training. In a contact center, agent’s need substantial initial training and regular updates/refreshers to maintain standards, learn new skills and knowledge. Sometimes, training is done at the last minute and the negative effect on service level can be devastating. It’s far better to plan as far in advance as possible so that all training can be carried out without adversely affecting service levels - remember your customers don’t appreciate holding on for longer because your agents are in training. To your customer – that is your problem, not theirs!