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Best Practice Database
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Metrics, Graphics, Summary Matrix
Single User: Authorizes use by the person who places the order or for whom the order was placed.
Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.
Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.
Today's service representatives wear many hats -- from mediator to salesperson. Therefore, training for such a versatile group is multifaceted. Managers in companies across industries are trying to keep up with the changing training needs for this segment of staff, including more "virtual-style" training that empowers people their first day on the job.
This 38-slide presentation is a result of primary research based on a survey and in-depth interviews about topics such as using simulation technology and methods of assessing training effectiveness. It is segmented by financial services industry respondents and 'other' industry respondents.
Companies also discuss what improvement opportunities exist in their training initiatives for service representatives. For example, managers' list
Benchmarking Service Rep Training Effectiveness originated from a study conducted for a Research and Advisory Services Member.