A great way to improve training in your contact centre is to turn it into a Development Programme. You could start by identifying 10 different levels of training that people have to achieve.
To incentivise the training, you could then put in a different pay scale for each of the grades, or give out a bonus when a certain level has been achieved. You could also make it rather like an end-of-school exam, and have “graduation ceremonies” when people pass a certain level.
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