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Learning organizations have long sought to measure the effectiveness the training they provide. Typically, this has been done through testing during or following the training session. True effectiveness occurs when the themes of the training find practical application (Level 3) and the desired results (Level 4). For your contact centers, this may mean a system is used properly, a method of sales is applied effectively, or any of a number of “real world” results. While traditionally these measurements have been hard to obtain, they are the best representation of effectiveness and provide the best feedback mechanism to improve training.
One of training’s primary objective is to teach behaviors and have them incorporated into everyday use. But how long does that take? And how long will the behavior persist before a “refresher” might be needed. Understanding these variables will inform your course and curriculum design. Ensuring training is provided just when needed avoids waste and increases the effective capacity of your training organization.