Research has shown that if you are able to engage a new starter in a contact centre for 8 weeks, then you are more likely to retain the agent. The first relationships that a new agent forms is with the L&D Professional and the Team Leader. These sessions will allow the 2 roles to align to ensure they are working towards the same goals and objectives, and ultimately work towards the company vision and values.
SWCCF and CNW have created a 2-month series in which the Team Leader and Training & Coaching User Group will join forces to tackle this important topic.

In this second session of the series: how can Team Leaders and L&D improve the agent journey through recognising roles and responsibilities?