UNFORTUNATELY, TRAINING IS OFTEN ONE OF THE FIRST ITEMS CUT WHEN COMPANIES TIGHTEN THEIR BUDGETS. BUT IT IS NOT ONE TO CUT. WHY? BECAUSE TRAINING GIVES YOUR TEAM A CRITICAL EDGE...
TRAINING BUDGETS
BY MIKE AOKI, REFLECTIVE KEYNOTES, INC.
ILLUSTRATION PROVIDED BY ADOBE STOCK
HOW TO DEFEND TRAINING IN TURBULENT TIMES USING CORPORATE LANGUAGE AND LEVERAGING AI CAN HELP THWART BUDGET-CUTTERS.
Since 2001, I have seen three major economic downturns affect my contact center clients: the tech-sector recession that year, the 2008 financial crisis, and the 2020 COVID-19 recession.
Unfortunately, training is often one of the first items cut when companies tighten their budgets. But it is not one to cut.
Why? Because training gives your team a critical edge in customer retention, employee engagement, and revenue generation. This is especially true in a challenging, turbulent, teetering-on-recession economy like ours today.
If you are a contact center operations leader or training manager, here is how you can justify your training budget to your company’ s C-suite:
UNFORTUNATELY, TRAINING IS OFTEN ONE OF THE FIRST ITEMS CUT WHEN COMPANIES TIGHTEN THEIR BUDGETS. BUT IT IS NOT ONE TO CUT. WHY? BECAUSE TRAINING GIVES YOUR TEAM A CRITICAL EDGE...
SPEAK IN C-SUITE LANGUAGE, NOT CONTACT CENTER JARGON
Just like a good agent adapts their word choices to help a customer, contact center leaders must adjust how they communicate with the C-suite.
Inside the contact center, we talk about metrics such as CSAT( customer satisfaction surveys), AHT( average handle time), and churn rate( ratio of customers leaving). However, the CEO and CFO do not think in those terms. They want to know the business impacts.
18 CONTACT CENTER PIPELINE