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Register now for SOCAP's first Online Training Course for 2012, New Agent Training Toolkit: How to Optimize Knowledge Retention & Develop Your Employees For Success!
This online course is an encore of SOCAP's December, 2011 online course, back by popular demand!
Whether you are a seasoned manager, new to contact center operations or need a refresher on the best practices in training, retention and motivation, SOCAP's online training course will provide you with a wealth of information delivered in a convenient, low-cost format!
Through this course, you will learn how to:
- Develop and/or improve a new-hire training curriculum
- Design training courses and lessons for maximum retention of knowledge
- Keep agents motivated, as told by major industry brands
Whether you have an in-house or outsourced team, agent knowledge retention is one of the key success factors to high employee performance, increased motivation and low agent turnover. Join experts from 24-7 Intouch along with industry brands in a three-part online training course providing insights on best practices for new hire training to ensure your agents hit the floor set up for success.
Special Group Rates Available! Call Brian Cheung at (703) 910-2475 for details!
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Module 1: Building Training Curriculum That Sticks
March 26, 2012 | 2:00 - 3:00pm Eastern
Best practices for building new hire curriculum. Takeaways include:
- Tips for presenting and teaching adults
- Framework to develop agent friendly curriculum for account and technology systems
- Examples on how to deliver presentations in various formats
- Setting concrete goals for trainers and students to complete successful modules
Presenters: Greg Fettes, CEO, 24-7 Intouch; Karen Peterman, National Training Manager, 24-7 Intouch
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Module 2: Interactive Methodologies to Help Retain Knowledge
March 27, 2012 | 2:00 - 3:00pm Eastern
Best practices for interactive training and how to measure success. Takeaways include:
- Positive outcomes in using role playing
- How to enable students and incorporate them into the coaching process
- Framework to identify top performers and those requiring additional training
- Tools to measure training outcome and return
Presenters: Greg Fettes, CEO, 24-7 Intouch; Karen Peterman, National Training Manager, 24-7 Intouch
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Module 3: Industry Approaches to Agent Retention and Motivation
March 28, 2012 | 2:00pm - 3:00pm Eastern
Approaches from leading industry brands on how they retain and motivate agents as well as create opportunities for advancement
- Case-study examples from different companies and industries
- Tips and strategies that can be replicated in your contact center
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