Train the Trainer
SME Development (subject matter experts)
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.
Knowledge Leaders
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.
Validating Expertise Through Mock Training Sessions
Trainers lead mock training sessions to validates their knowledge, as well as help newer agents.
Equipping Trainers with Coaching Tools
Trainers are given tools to create their own training-guides, feedback loops and to coach agents in real scenarios (vs. just presenting information).
