How to Create a Learning Culture in Your Contact Centres - with Craig McFadyen

Craig McFadyen is Director of LearningPlanet. He has over 30 years’ experience in the contact centre industry, and has been at the forefront of providing training services to the industry for more than two decades.

As a result, he’s got fantastic insight into how to create a learning culture in your contact centres, as well as how to take advantage of the latest trends in contact centre training.

Top 3 Tips:

A learning culture starts at the top. Where there’s executive level buy-in to the importance of training, it cascades right down the organisation and transforms the entire culture (03:09).

You don’t need as large a budget as you might think. With the online training that’s accessible these days, you don’t need a big budget to have a big impact (12:33).

Be responsive to the new trends and technologies that are coming through. They’re shaking up how contact centre training needs to be done (12:47).

You'll Learn:

The common mistake made in the selection of contact centre trainers (which sets them up to fail) and how to solve it (04:42).

The 2 trends in contact centre training which are likely hurting the training your agents get (06:41).

The next frontier of contact centre training, that will bring vital content to the fingertips of your people (07:32).

The approach some contact centres are taking, which means agents are being trained before they even start their job (09:37).

How the typical training approach goes completely against how most agents learn, and what to do about it (10:51).

Check out the full show notes here: https://bravatrak.com/craig-mcfadyen-podcast 

Connect with Craig here: https://www.linkedin.com/in/craigmcfadyen/

Get your free copy of Game On here: https://bravatrak.com/game-on-book