Organization of corporate training process in contact centres
Илюшников К.К.1, Илюшникова Е.К.1
1 Международный институт экономики менеджмента и информационных систем - Алтайский государственный университет
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Volume 9, Number 4 (October-December 2019)
Please, cite as:
Ilyushnikov K.K., Ilyushnikova E.K. Organizatsiya protsessa korporativnogo obucheniya personala v kontakt-tsentrakh // Ekonomika, predprinimatelstvo i pravo. – 2019. – Tom 9. – № 4. – S. 605-616. – doi: 10.18334/epp.9.4.41420.
Indexed in Russian Science Citation Index: https://elibrary.ru/item.asp?id=42471364
Cited: 2 by 06.02.2021
Abstract:
The article considers the components of the corporate training system in the contact centers of Russia and methods for its effective implementation. The main types of training are defined and described. An algorithm for planning employees for developmental events is presented. Ways to increase the effectiveness of the work of training specialists on the basis of monitoring indicators of the results of developmental measures are considered. The process of collecting feedback from the participants of the training is presented. Tools are proposed to improve the quality characteristics of personnel after training and methods for assessing the effectiveness of training
Keywords: corporate training, contact centers, personnel efficiency
JEL-classification: M54, J81, I29, I26
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