Nina Kawalek is principal of The Resource Center for Customer Service Professionals (RCCSP), a contact center training organization with courses and programs in the United States, Canada, and Caribbean/Latin America.
We approached her, recently, to identify and discuss key training trends and what is driving them.
1. No training budget, no travel budget, increased interest distance learning
Given the current economic challenges, and the fact the many companies have cut discretionary spending budgets for items like training and travel, an obvious trend has been an increased interest in distance learning options like Web-based virtual courses and self-study courses. There has been a surge in registrations for the online Service Representative Certification training courses and exams. The program is suitable for both call center customer care and internal tech support professionals.
