Tip #492: Steps in Designing Call Center Training
This Tip describes the steps in designing call center training, beginning with a needs assessment and curriculum design decisions. “Begin with the end in mind.”
November 18, 2013
This Tip describes the steps in designing call center training, beginning with a needs assessment and curriculum design decisions. “Begin with the end in mind.”
This Tip provides words of wisdom for a new trainer that should help them be successful by focusing on the learners, etc. “Be a lamp,
This Tip suggests ways to avoid an 85% post-training loss of learning, primarily focused on what the supervisor can do. “The way positive reinforcement is
WebThis Tip explores heutagogy, which focuses on all learning contexts and developing capability, versus androgogy, which focuses on developing competency. “In a time of drastic
This Tip refers you to a website that helps you answer the question: are your decisions consistent with your ethics? “A foolish consistency is the
When someone asks how I plan to engage learners, the first thing that comes to mind is the use of: cartoons, kinesthetic items on the
This Tip offers a technique that a call center can use to expedite customer complaint calls that maybe overlong. “The usual fortune of complaint is
This Tip introduces the SMaC recipe that stands for Specific, Methodical, and Consistent operating practices that create a replicable and consistent success formula. “We will
This Tip describes the flow state where people are happiest when they are in a state of complete absorption or “in the zone.” “At 211°
This Tip describes a part of a leadership development plan focused on the leadership skill set self-reflection that requires a daily self-evaluation. First of all,
This Tip covers my trip to and from Zambia as well as the days of conducting business management training there. It is a Zambia travelogue.
This Tip describes the 10 curriculum design principles I will use when I have only 50 minutes to teach curriculum design. “Look for your choices,