The first 90 days in an organization are critical for the longevity of the employee as it imprints their interpretation of the job and organization. Training has never been so critical from when the majority of contact center workforce went remote.

We have seen every type of remote worker in the last few years. The new remote employees understand how technology brings a broader flexibility that can allow them to work in an independent setting delivering top results.

It is a challenge to manage a struggling workforce that had mediocre training and not enough leadership engagement during ramp periods.

It is a common mistake from an onsite perspective moving into the new hybrid/remote work models.

We have come to realize by consumer demand that training should be ongoing and cyclical depending on the business. This is carried out by drafting calendar years specific to the workforce and carrying out real time seasonal trainings during the year.

The key to up to date training comes from those taking the interactions. - Sheridan