5.4. Employee Training Programs

Training is an effective tool for improving productivity and increasing operational efficiency, but it is not the answer to every organizational problem. Training can solve problems related to employee skills or knowledge about a specific process, but it cannot solve problems caused by structural or system issues. Before developing a training program, it's important to find out what is causing the problem and whether training is the appropriate solution.

For example, if customer service representatives are expected to handle an average of 20 calls per hour and they are handling an average of 12, it is important to find out why. One possibility is that the CSRs are not familiar enough with the products to answer ...

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