How to Train Lesser Skilled Agents
A training program is most about the lesser skilled agents within a group. Higher skilled agents always need some polish, but the true test of any program is its ability to bring the lesser skilled- those more introverted, less articulate or less motivated- to the top with the rest. Any training/QA program that cannot do this is failing the very purpose of training. Such agents come in two basic categories: those who strongly resist serving others, and then the rest. The g