Of course you want to measure your training Level 1 (satisfaction) all the way to Level 5 (ROI), but wouldn't you also want to know what made it work great for some employees, while others thought the same training was a waste of time? What are the factors in the trainee's work environment that could help or hinder the impact of your training? And how much can they predict your ROI? I call this Level 6 - the next level of evaluation. Read more about it in...
Tuesday, May 1, 2018
MEASURING CUSTOMER SERVICE TRAINING
Does Customer Service training pay off? Taking reps off the phones can carry a heavy cost. But if the training can generate far more cost saves and revenue for the business then it would certainly be worth the investment. The problem is most HR groups lack the expertise and resources to do these types of studies and show these bottom-line benefits to their business leaders. Here is a quick how-to guide and case study in Training Industry to get you started...
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