Educate your agents and reduce turnover: can e-learning help? There's growing consensus that training is effective in reducing turnover, even in the ... article from: Customer Interaction Solutions

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Title: Educate your agents and reduce turnover: can e-learning help? There's growing consensus that training is effective in reducing turnover, even in the "revolving-door" environment of the contact center. The questions, however, are: "What type of training can be most effective in the contact center?" and "Will all training methodologies produce comparable results?".(Cutting-Edge Technologies for the Contact Center)
Author: Todd Beck
Publication:Customer Interaction Solutions (Magazine/Journal)
Date: June 1, 2004
Publisher: Technology Marketing Corporation
Volume: 22 Issue: 12 Page: 68(4)

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