What do call centers have to do to create an effective automated training regimen?
Zarrabian: The most important aspect of training development for call centers is the ability to develop training rapidly, and be able to update it rapidly as changes are needed in their programs. It is also imperative that they are able to do so in a costeffective manner as changes may occur frequently. The solution must scale to meet those needs, without a heavy cash burden. Smith: For CBT, you will not only need buy-in from senior management but a larger budget and the commitment to allocate training time for agents. For WBT, you will still need buy-in from senior management, but a lesser budget and less allocated time to train agents (as this can be done when call volumes drop). Amborski: The key element to successful computer training is to make it interactive. The biggest pitfall for companies is to try and take some of their good classroom training and convert it “as-is” into training delivered through the computer. It becomes … an uninteresting experience for the student. If t
