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Call Center Agent Training Library
 for managers and supervisors
 

As a call center manager or supervisor, you know the well trained agents make your job easier: customers are happy, call volume is manageable and your team is cohesive.  Centerserve wants you to have a pool of proficiently trained agents to meet your call center's needs and the goals.  Start here to develop a world class call center training program.

 

Training Tutorials
 
Evaluating your call center training program:
 
Strategy and Mission Statement Alignment
 
Conducting a Needs Assessment
 
Analyzing Competencies
 
Hot Topic Checklist

9 benchmarking and best practices for agent training  from leading call center research. Get the checklist by clicking here.

Need additional support?

Centerserve prides itself on providing quality research and products but more importantly we are standing by to answer your call center questions. Click here to email your questions to one of our research analyst.

 

Downloadable Resources
Centerserve's Training Roadmap consists of 15 individual processes within five categories. Each of these categories will need to be considered to form a world-training organization.

These 5 categories are:

  • strategic
  • management
  • training
  • learners

  • delivery and evaluation

Download an excerpt from Centerserve's Agent Training eToolkit. You will learn more about the Training Roadmap  and the activities within each category that must take place in developing or upgrading your agent training program.
Featured Resources
Training eToolkit
Strategies and plans for successful call center outsourcing.

Call Center Best Practices
Benchmarking results from 250 call centers including integrated scorecard for quality monitoring.

Find a Call Center Business Performance Package
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