Contact center managers prioritize agent training. Continuous training programs help agents to improve their performance. With advanced technologies, online training has gradually replaced on-floor training.

Analyzing an agent’s performance after online training can be difficult. The effectiveness of training can only be known by mapping the performance of an agent before and after training. It is also difficult for a coach to provide references and guidance to agents while training them online.

To overcome these challenges, the training process should be embedded within a quality monitoring tool.

The following will aid to improve the agent training process:

• Train for the right parameters: Before training, managers should analyze the performance of their agents for a period of time. This helps to identify the improvements of their agents. Besides assigning the training program, managers may also highlight the top-performing skills of their agents to keep them motivated.
• Assign reading materials: While assigning training, managers can also share reference materials to their agents. These references help agents to improvise and overcome their challenges. Agents can also refer to the reference materials whenever needed in the future.
• Map Evaluations: Managers should implement map evaluations to inform their agents about the evaluation while assigning the training. This helps agents to self-review for better understanding.
• Keep Everyone Updated: An agent training email keeps all stakeholders informed during the process. Email notification should be triggered if the agent consistently fails in the same parameters.
• Share Feedback: Coach and agents should have the option to share their feedback about the training methods. The feedback helps management to improve or streamline the training process.

Every contact center expects flawless call handling techniques from its agents. Quality monitoring tools like QEval, which includes multiple online training solutions, help managers to improve the performance of their agents through robust training programs.