To facilitate a process where a TLE agent can train others in the future, we make sure there are key agents who fully understand all areas, common exceptions, and client-specific nuances so they can teach, and handle questions from new agents.

These individuals need to show they can articulate key issues verbally, and step-by-step ... using scenarios and simplified explanations.  In TLE tech-support (CX) applications, these individuals also demonstrate they can quickly access information for customer support/ technical support, which may include systems like knowledge bases or content management systems.