January 4 -

Do you know what your agents are taking away from training sessions?  Let’s find out!  End every training session by asking each person to say something that they don’t want to forget by tomorrow – something new that they learned or a key takeaway that they had. Allow a dedicated amount of time for this closure and be sure to complement their feedback and reiterate key points of their statement.

The responses will help you as the trainer identify what stuck and stood out from your session.  In addition, the agents will often build off each other’s comments and engage in beneficial dialogue around the day’s topic.

Remember – you want your training to be a sticky as possible, so the more avenues you use to drive your point home – the better!