If you manage a contact center you probably feel like you're always being asked to do more with less. This is especially true when it comes to training and employee development. In this #ICMIchat recap, members of our community share their tips for training techniques that work no matter the budget. Looking for more insight on training? Join Justin Robbins at Contact Center Expo and Conference. He'll be leading a session called "Training on a Shoestring: What Would MacGyver Do?" Learn more here: http://schedule.icmi.com/session/session-605-training-on-a-shoestring-what-would-macgyver-do

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15 Tips for Contact Center Training
on a Budget

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Insight from our May 3, 2016 #ICMIchat

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Q1: In your opinion, why do
contact centers struggle to make
the most of their training dollars?

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Barriers to Making the Most of Training Dollars
Tip #1: Don’t value style over substance.

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Barriers to Making the Most of Training Dollars
Tip #2: Plan first, then act.

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Q2: What advice do you have for a
#cctr leader who wants to get
their training budget increased?

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Making the Case for a Bigger Training Budget
Tip #3: Pilot your new training program with a small group first.

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Making the Case for a Bigger Training Budget
Tip #4: Leverage data to highlight past training achievements.

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Q3: How should a contact center
leader measure the ROI of their
training programs?

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Measuring ROI of Training
Tip #5: Tie training objectives to KPIs.

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Measuring ROI of Training
Tip #6: Consider the positive impact on employee turnover.

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Q4: What advice would you give to
a contact center leader who was
recently asked to cut their training
budget?

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Coping with Budget Cuts
Tip #7: Develop curriculum based on real customer interactions.

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Coping with Budget Cuts
Tip #8: Identify training inefficiencies.

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Q5: How can a contact center
leader best measure the
effectiveness of their training
program?

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Measuring Training Effectiveness
Tip #9: Ask a simple wrap-up question.

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Measuring Training Effectiveness
Tip #10: Compare before & after CSAT scores.

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Q6:What ideas do you have for a
contact center leader who has to
train on a new topic but can't add
more new hire classroom time?

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Doing More with Less
Tip #11: Trim the fat and use on the job training.

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Doing More with Less
Tip #12: Consider using video/email.

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Doing More with Less
Tip #13: Assign each agent a mentor.

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Q7: What's your favorite resource
for low or no cost training ideas,
tools, etc?

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Low Cost Tools and Resources
Tip #14: Don’t underestimate the power of social media.

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Low Cost Tools and Resources
Tip #15: Leverage online e-learning tools like Lynda.

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Join Us Next Time!

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Check out our forum for full
recaps & info on future chats:
http://ubm.io/1OKA9lE