Recently, I went to a conference for bank trainers. As I talked to trainers and other bank leaders, everyone shared their two biggest annoyances:

When we talk with call centers that handle a lot of troubleshooting calls, they often have a common goal — to reduce call escalations.

Every business needs standard operating procedures (SOPs).

Being tasked with documenting the policies and procedures for your bank is like being selected for the Hunger Games — no one wants to do that.

If you're in a business that has compliance regulations, mistakes are not an option. Mistakes can lead to:

There’s no playing around when it comes to compliance at a bank. There are laws and regulations that your bank must follow or you’re out of the business. No pressure.

At a call center, you track a variety of metrics to ensure your call center agents are performing at the optimal level.

When it comes to serving your customers, you like to have options. In the past, you’ve relied solely on your customer service team to support customers. And they’ve done a great job, but you recognize that it’s a changing world.

Creating a corporate training program for your company is challenging. There are multiple training resources out there and it's difficult to know which will be the most helpful for your employees.

Many trainers and supervisors hate scripts. And who can blame them? Scripts have a reputation of causing: