Training for the Right People at the Right Time.

Upon training completion, agents received a notification that their manager would provide additional coaching on the same topic. Up until 2019, the entire population of incumbent agents received training on specific business topics as indicated by overall trends in key performance indicators (KPIs). Further, to ensure training would have the desired, sustainable impact, we recognized the need for agents' managers to provide follow-up coaching related to the particular KPI gap. [Extracted from the article]

Copyright of TD: Talent Development is the property of Association for Talent Development and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)