Soft SkillsWhy Doesn't Training Stick?
Have you ever wondered why the training you get on some courses, however interesting and entertaining, doesn't 'stick'? How many course folders have you got gathering dust on your office shelves? And how much of the content can you recall, or more importantly, actually use, without opening the folder?
Do You Train'em or Brain'em?
Funny as that question sounds from our experience in building a dozen call centres and consulting with dozens of others it certainly seems like managers do seem to fall on either side of these two options. In other words, either organisations place more emphasis on their processes or on their people!