ABSTRACT
This chapter examines how to create a training and development strategy for contact centre teams, through the life cycle of an employee from induction onwards. The skill bar is rapidly being raised for people within the contact centre industry, thus driving the need for effective training and development frameworks that enable people to be successful keep them motivated and, above all, maximize their talents. The chapter explains each component of the framework and provide with practical suggestions and examples to help to create an effective training and development plan in the contact centre environment: Creating the skills and competency framework, customer focus framework, the funneling technique, delivery methods, measurement and evaluation, national qualifications framework, apprenticeship and e-skills. It provides that induction is the opportunity to take the newest recruits on a journey from knowing nothing about the organization to becoming able and confident in their role. The chapter discusses the career development and qualifications.
