Veteran CSRs Often Get Short Shrift on Training

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Source: Alexander Communications Group

Date: January 2008

Type: White Paper

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Overview: CSR training is a hot issue these days. Yet while almost all CS managers seem to agree that training is important, they are divided on what are the best training practices, especially when it comes to training their veteran CSRs. What all this means is that when it comes to training veteran CSRs, there is no best mix of training areas. Yet when one crunched all the numbers, some interesting trends began to appear. For this paper, because of the wide range of responses received, it is listing the highest value reported as well as the lowest value.

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