Educate your agents and reduce turnover: can e-learning help? There's growing consensus that training is effective in reducing turnover, even in the 'revolving-door' environment of the contact center. The questions, however, are: 'What type of training can be most effective in the contact center?' and 'Will all training methodologies produce comparable results?'.

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Cutting-Edge Technologies for the Contact Center

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Educate your agents and reduce turnover: can e-learning help? There's growing consensus that training is effective in reducing turnover, even in the 'revolving-door' environment of the contact center. The questions, however, are: 'What type of training can be most effective in the contact center?' and 'Will all training methodologies produce comparable results?'.

Managers in organizations of all types and sizes have grappled for years with the question of the value of training for "revolving-door" organizations with high employee turnover, such as contact centers.

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With contact center staff often serving as the primary source of customer support after the sale, their level of product knowledge and interpersonal skills are critical factors in maintaining a company's competitive edge. And for outsourced contact center operations, their very survival depends on the performance of frontline agents.

Although success begins with selection and hiring, the real key is how well the organization equips its contact ce...

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