How to create an omnichannel strategy from

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Determine the objectives Once we have identified the skills and weaknesses of our team, and what is being developed in the contact center market, it is time to establish the objectives that we want to achieve with upskilling. Remember! Maintain a balance between the most immediate needs and long-term projects. 3. Focus on the candidates Upskilling in a Contact Center can be general and focus on specific skills, or be directed and adapted to certain individuals in particular. Or a mix of both cases, including as many employees as possible. 4. Prepare the upskilling strategy in your Contact Center To prepare the action plan, it is essential to have the skills and weaknesses detected previously as a guide.

It should not be forgotten that each person learns differently , so it is recommended to use different tools adapted to each person's learning methodologies. Here are some examples that can help you in this choice: bpo icr evolution Learning and development programs Phone Number List This is undoubtedly the most obvious and traditional option. It is about investing in training programs, that is, courses, conferences, seminars or workshops, both online and offline to broaden the knowledge of the staff. Training within the work environment If you want to opt for a more practical learning, this is another great option. It consists of placing workers in the work environment together with professionals trained in the specific function. In this way, the personnel to be trained can carry out new tasks under close supervision, and acquire the necessary skills to apply them independently in the future.



Mentoring Tutorials are also an excellent option, especially to transfer implicit institutional knowledge. This is the case of junior workers, who receive knowledge thanks to a person with a senior role. In this way, through direct contact and guidance, employees can develop new skills and expand their capabilities. job rotation Staff rotation also allows employees to fill new roles within the organization, making it a good strategy to find positions that best fit each employee's existing skills. 5. Measure the results of upskilling in your contact center and repeat Like any methodology, upskilling is not a single, rigid process. For the result to be satisfactory, it is necessary to be proactive and develop flexible procedures adapted to each situation.