Complimentary Webcast: Tuesday, October 24th - Managing Training: Who, What, and When! - Genesys
September 19, 2017
10/24 - Managing Training: Who, What, and When! - Genesys
One area of focus that traditional workforce management software has largely ignored is how to manage agent training – training is usually “one size fits all”. But there are three elements of training management that are very important to having an educated workforce: 1) knowing the skills required to be a great agent, 2) finding the skill gaps of each individual agent, and 3) determining the best training schedule that addresses these gaps.