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Compliance missteps occur. Brett Remington is the Executive Director of the Wisconsin Center for Performance Excellence in Madison, Wisconsin. Many agents end up with multiple tabs open on their screens, flipping between them to complete the inquiry generation process. Average handling times (AHT) increase. Errors happen.
To begin, there are four levels to evaluate training, according to Donald Kirkpatrick, Professor Emeritus at the University of Wisconsin: The learner’s response to training: Are learners engaged and motivated? The key question is: Which data should I collect, and how should I use the information to confirm ROI on my training program?
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