Training needs analysis
ProblemTraining budgets get spent on popular courses rather than the skills gaps that matter.
Support team of 20: product knowledge, de-escalation, written English, tool use
De-escalation: required 4, average 2.3, 14 people → priority 1
Format: role-play workshops + call reviews (not e-learning)
Measure: escalation rate and CSAT on angry-customer tickets.
Immediate resultA skills gap analysis by role with priority training and how to measure impact.


