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Getting the Most From Your
CSR Training
Kimberly King, President, InterWeave
Tuesday, May 25th
Are you training your
CSRs, then listening to their phone calls and
wondering what happened to the training they just
attended? Are you wondering if you are getting the
most out of your training time and dollars you
spend? Are you looking to redesign your training
efforts and wondering where to start? Performance
Management expert, Kimberly King, has the answers
you have been looking for. Having designed training
programs since 1985, Kimberly's focus is not just
"doing training". Her focus is "getting results"!
This one-day course takes a close look at your new
hire and recurring training processes from a design,
development, facilitation, testing and review
process to ensure that you are getting your money's
worth from your training and your employees are
getting the information they need in order to be
successful.
Panel discussions, breakout sessions
and much more make this a session you will not want
to miss.
 Kimberly
King is the founder and
president of InterWeave, a Tampa-based firm
specializing in call center performance management.
Ms. King has more than 20 years experience sharing
innovative and dynamic processes for optimizing
performance in the call center environment. She is a
popular and much sought-after speaker, known for her
keen insights and methods that improve
organizational efficiency, effectiveness and
profitability.
Learning
Objectives include:
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Identify the
needs that training meets
and does not meet. Training is not the answer to
all of your performance needs.
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Examine the design of your new
hire and recurrent training and learn new
techniques for shortening the length of time of
training while increasing the effectiveness.
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Explore where technology can help
you achieve your training goals and where it
cannot.
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Explore creative training
techniques so that you can maximize your
training dollars.
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Discuss where training ends and
coaching begins so that you have a clear
definition of the responsibilities of your
trainers and the responsibilities of your
coaches.
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Identify what kind of testing is
best to gauge training success and operational
proficiency.
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Come away with samples, templates
and examples to revamp your new hire and
recurrent training plan for greatest efficiency
and effectiveness.
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