When you think of call center training, what do you envision?
Building a company knowledge base takes a lot of work.
Let’s face it — all of your employees are at a different level when it comes to knowing your company and performance at their jobs.
Having a knowledge base is a huge step to centralizing your company’s information. However, without a person appointed to manage your knowledge base, your knowledge base could quickly become obsolete.
When you initially plant a garden, it takes a lot of work. You have to till the ground, start with nourishing soil, and plant the seeds. But, if that’s all you do for your garden, it’s never going to grow.
When companies have a knowledge base, sometimes they think that their knowledge management journey is done. They can wash their hands of it. The knowledge base exists, there are knowledge base articles in it, and that is all that matters.
Is bigger always better? The social game “Bigger or Better” would suggest no. In “Bigger or Better” people start with a small, simple product, like a paper clip. They then try to exchange the item for a product that is either larger or has a higher value.
Working as a call center agent is an intimidating job. Call center reps have a lot to do on a single call. They have to talk to the caller, reference policies and procedures, as well as take notes all at the same time.
The great American painter, Bob Ross, always had a great attitude toward painting mistakes. He was known for calling mistakes “happy accidents.”
When trainers put together a training curriculum for onboarding new hires or cross-training/upskilling employees, it's not always clear what the best way is to teach the new information.
