Is training the problem?

Contact Center Show

**Key Highlights:**

1. **Introduction:** - Bob enjoys the banter with Amas about customer service challenges.

2. **Sister's Experience:** - Amas shares a story from his sister about difficulties in returning items, highlighting widespread customer service frustrations. - Discussion shifts to training as a core issue in service quality.

3. **The Training Debate:** - Bob emphasizes that training isn't just a simple problem; it encompasses various methods (classroom, online, interactive). - The importance of hiring effective trainers with strong facilitation skills is noted.

4. **Expectations vs. Reality:** - Unrealistic expectations on agents’ knowledge vs. what’s feasible in training are discussed. - Example from Bob’s experience with product training illustrates gaps in knowledge expectations.

5. **Realistic Training Goals:** - Focus should shift from rote memorization to understanding concepts and finding information. - The need for open-book assessments and emphasis on problem-solving skills.

6. **Importance of Context:** - Understanding the “why” behind questions is crucial for effective customer interaction. - Agents should connect with customers rather than just provide scripted answers.

7. **AI’s Role:** - AI can aid in information retrieval but cannot replace the need for agents to engage with customers on a deeper level.

8. **Living Training:** - The best training comes from real-life experiences, not just theoretical knowledge. - Importance of “nesting” (support after training) for new agents to apply what they’ve learned.

9. **Closing Thoughts:** - Bob quotes Ben Franklin: “Tell me and I forget. Teach me and I remember. Involve me and I learn.” - Both hosts encourage listeners to consider how to improve training practices.

10. **Live Podcast Announcement:** - Bob and Amas will be at the ICMI show in Orlando from October 21-25. - Listeners are invited to join, engage, and share their thoughts during live recordings.

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