SOURCEContact Center Pipeline
December TAGScall centercontact center Linda Harden Linda Harden Linda Harden is President and Publisher of the monthly contact center management journal, Contact Center Pipeline. Our passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Each month, well-respected industry leaders, practitioners and consultants present their insights, strategies, best practices and lessons learned to help run an effective and efficient operation.
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These were our failures years ago, and
we work hard to correct them. Interestingly, I see many organizations today facing the same challenge: New hire training for team members is still happening in-house because we haven’t set up virtual training yet, so we require new hires to come into the office for training. This result in some turnover. It took us months to roll out a completely virtual onboarding program and years to get really good at it.
New Hire Training Is Full-Time – Although
most of the positions we fill are part-time, we require employees to train full-time or nearly full-time. This had consequences. Months later, we start providing part-time training for new employees. % of the part-time schules offer to new hires are evenings and weekends, as our most senior team members all stick to a fix daytime schule Monday through Friday.
