When you train your contact center agents, do you simply tell them what to do and scold them if they’re wrong or if they make a mistake? You may be saying, “Of course, how else will they learn?”
While this may be the traditional approach to training employees, it’s a good thing to keep in mind that people can learn better when they’re feeling empowered, not put down. The ICMI article “Hot to Respond as a Trainer or Coach” by Elaine Carr gives some examples of teaching methods that can be more effective when training new employees. To read the full article, please click the link below:
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