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Process Training

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    Has anybody done a case study / share their learning to improve process training for technical based product in a 200-500 seater call center? I have headed the training function for a technical process along with a team of 8 trainers so far and the function has been certified for COPC / ISO. Does anybody have an idea as to where I can search for process maps / case studies / white papers and guidlines for process training in a call center?

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