Video for Call Center training
This is just a shot in the dark but does anyone have
any experience developing call center training? I
have been asked to put together an argument that wbt
vs video is a better method of training. Sort of a
no-brainer for me but someone in the organization is
being very stubborn that they don't need WBT. Even
came up with the idea of a Troubleshooting Flowchart
where they could respond to a question with Yes or No
and be taken down a road where a problem could be
solved, but one person who has a big say in things did
not like that either.
Any input here would be appreciated.
Yes - we have experience in doing this for several organisations, also my
MD's previous life was as a call centre manager where he designed and
implemented training like this.
I'm new to this list but bought your book on TBK9. Haven't had a chance
to delve into it yet, though.
I have had 20 years of call center training. One big selling point is
that they don't have to take a "large group" off the floor at a time.
Also, if you can design the WBT as a "resource" for later use, it gives
it a double use - always good for the budget.