Finding, learning, and incorporating resources for agent training is essential for the ability and productivity of your agents. There are several key practices agents should follow such as: not interrupting a caller, asking pertinent questions, sharing resources based on the direction of the call, or keeping a positive attitude while speaking to the caller. Using software or other resources allow agents to learn and improve their performance. For any business or organization implementing this software, there should be a 2 – 4 week training program for every agent to maximize their performance. By providing a resource library of information, reviewing data sheets of customer records and information, and analyzing systems integrators, agents will certainly excel in their productivity.