“Ninety-five percent of people would rather face death by fire than speak in public.”

I find this easy to believe, because I used to fit begrudgingly into that 95%. In 1989 I went through a curious inner turmoil – I was fascinated by the notion of being a trainer… but deathly afraid to speak to groups of more than two people.

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‘Hot Tricks’ are all those things a trainer does to bring his or her training sessions to life. We are using the term to include everything from:

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Statistics consistently reinforce that the biggest challenge in today’s contact center environment is agent training. Turnover continues to be high; new hire costs are on the rise–$6500 per agent! At the same time, losing customers because of bad call experiences negatively impacts your bottom line. What can you do? How do you justify the training expenditure?

Research has been making a case for how spending in human performance areas such as training, translates into bottom line growth. Accenture’s study on the impact of training on ROI has some interesting results. (Smith, David. Y. and Waddington, Ted. Running Training Like a Business: Determining the Return on Investment of Your Learning Programs, Outlook Point of View, March 2003.)

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