By taking a new approach to frontline training, you can speed up time to competency, mitigate early turnover, and continuously build capability on the job, without taking agents away from their desks. An emerging trend dubbed “microlearning” is becoming increasingly popular with contact center and frontline leaders who need to engage a multigenerational workforce to deliver on their customer experience.
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Agent development doesn’t end after the first 60 days. Your training support shouldn’t either. So what is the right approach?
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Agent engagement drives better customer experience
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