To get started building out your training program, you might form a small committee that includes stakeholders from various levels and departments. Determine what assets you already have on hand.
Do you have a learning management system (LMS) in place? Is it current, and mobile-friendly?
How about a knowledge management solution? Is your system internal, customer-facing, or both?
Do you have documentation of customer service processes, such as standard operating procedures and best practices?
How do you currently measure success and coach your team? What does everyone like about the current system, metrics, and goals, and what do they not like? What are the pros and cons of the status quo?
Finally, consider creating a survey to determine what your team currently knows and where there are gaps. Ask support agents what they wish they knew, or what they want to learn. Be sure to also include questions about previous training experience, and tenure in the customer service field as well as with your company.
Separate the survey responses of veteran employees from those in their first year. As you execute your new training programs, survey agents again to compare the data to your baseline.