This is my nth class for I have been part of the Training Department for four years now, and counting. Yet, I still get excited whenever I have a new class or "wave" as we fondly call our classes. Aside from excitement, I also feel somewhat scared for performance of these agents depend on what they will learn from training, from me. That is why as a trainer, I conduct root cause analysis on every wave I handle. This is to identify what are the areas I need to focus on and ensure that I produce caliber agents.. Agents that I can be proud of for hitting or exceeding the goals.
So let me start my day. Bring it on!
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