 |
|
|
Curriculum Development Request
Once complete please send to ben.landry@hp.com and astrid.case@hp.com. Submissions will be reviewed with the team during the Monthly Funnel Request meetings.
Ensure training is the best delivery option for this topic. (Vs. alternatives such as sales huddle, team meetings, floor communication, etc.)
|
|
|
- What month are you submitting this request? (current month)*
|
- What is the training topic requested?*
|
- What is the knowledge or skill being targeted?*
|
- What tier is the training requested for? (Choose all that apply)*
|
- Has this topic been trained in this tier before, if YES, please explain the new request and previous challenges if applicable. (TT Training Dept. should verify)*
|
- What method of training are you requesting? *
|
- Does the majority of the team need this training or is it a challenge in a particular skill level of Agent? (A, B, C, D)*
|
- Describe how you are approaching this challenge in your team now. What is working? What is not?*
|
- In ANY given situation, are the agents able to accomplish the requested behavior, or do they truly NOT have the knowledge? Please identify the reason(s) for the deficiency based on the BEM chart below.
 *
|
- Please provide supporting metrics or reports (in a separate attachment) that will assist in understanding the current performance gap*
|
- Describe how will you validate agent’s success in implementing the new knowledge or skill post training for reporting (to mngmt) and with the agent.*
|
- List and describe the specific actions Team Leads will implement in support of this improvement initiative.*
|
- What time frame is improvement expected in?*
|
- What behaviors/metrics (RPC, STS, etc.) will be measured and with what resource? (QA, PCE, etc.)*
|
- What support (if any) will be needed from the training department after the 2 week training cycle to ensure success and/or implementation of the strategy/behavior?*
|
