In past issues, we've addressed the importance of processes, communication, client relationships and employee attitudes. But we haven't yet discussed how training fits into the need to make things better within your agency. Training always seems to be the last issue to get attention by agency management people, yet it really sets the foundation for the smooth functioning of all of the aspects we've presented in past columns. Some would say the topic is boring, but I say these areas on which you should focus training are the PITS:
Product Knowledge,
Information Technology,
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