August 2008

Today's Tip

4 Ways to Make eLearning Stick in the Contact Center

How do you ensure the skills and knowledge conveyed in your online contact center training programs are actually retained by your agents? Here are four tips for making sure your valuable eLearning sticks with agents for the long term:

1. Offer agents multiple practice opportunities throughout the online learning experience
   
2. Use guided examples/tutorials throughout the program
   
3. Provide opportunities for collaboration among the trainees or with a subject matter expert on the program's content
   
4. Reinforce the learning back on the job through observation and performance coaching sessions

Learn more about improving contact center performance ...

New Solutions to Improve Business Performance

Product Mastery Solution Set

Move beyond traditional product knowledge training with four new solutions that help you and your staff capture more sales opportunities, cross-sell more products and services, and retain more customers.

Find out more

Come See Omega

ICCM Canada Conference & Expo

When: October 8, 2008
Where: Toronto, Canada
Topic: Building Corporate Capability and Cutting Training Time through Product Knowledge Reference Tool
Speakers: Caroline Gray, Omega Performance Senior Vice President, Information Technology and Technology-Based Learning and Jeff Lachenauer, EQUI-VEST Training Manager for AXA Equitable

More information and to register

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