CRC Training Best Practices

Presented to the Western & Southern Talent Development Community of Practice, February 15, 2024.

Abstract: Adam Brown, Assistant Manager and Training Consultant in the Client Relationship Center (CRC), and Christian Sheehy, CRC Trainer, discuss their best practices for contact center associate onboarding, training, assessment, and retention. They will discuss workflows and digital tools they use to streamline scheduling while keeping all stakeholders well informed. They will also discuss how they encourage learners to progress from theory to practice as they enter their new customer service roles.