The Ascent Group, Inc.

Improving Front-line Training Practices 2008

Improving Front-line Training Practices 2008 delivers the results of the Ascent Group's research on improving the training and development of front-line customer-facing employees.

Find out how companies train and develop employees to deliver superior customer service, including:

• Specialized training to deal with difficult customers or escalated situations
• Development opportunities available to front-line employees
• Use of training assessment instruments
• Reinforcing the right attitudes and skills in your training program
• Selecting supervisory or coaching candidates

Improving Front-line Training Practices 2008 shares training and development approaches, best practices, lessons learned, and improvements. In addition, detailed results and analysis from our multi-industry survey are delivered in an executive summary format, featuring industry-level comparisons and company profiles.

Published: November 2008

Download an executive summary from the report.

List of Exhibits & Analysis

Benchmark Your Front-line Training Processes