In Eastern philosophies, the difference between a master and an acolyte is training. The same holds true in the contact center. Revamping processes/procedures and building a reporting structure is only as good as the people who use them. To realize the full value of this investment of time and resources, you need to make sure personnel are thoroughly trained on them.
Training is not an event.
You don’t get to the top by learning the rules and seeing them applied in a 2 day class or a 1 hour session with a trainer.
When do we ever practice? When do we allow people the time to practice? Most “workers” aren’t going to do “homework”.