Exam TK0-201 topic 3 question 53 discussion

D. Monitoring the agents for a week to truly understand their world should be the FIRST step in designing a training solution for the call center team. By observing the agents and their interactions with customers, the training group can gain valuable insight into the challenges they face and the reasons why they may not be mentioning the add-on products. This information can be used to develop training that is tailored to the specific needs and circumstances of the call center team. Option A may be a step in the process but not the first one, as reviewing or revisiting call center standards may not provide a complete understanding of the issues faced by the call center team. Option B may be useful, but it should not be the first step in the design process, as creating a special session just for the managers may not directly address the issues faced by the call center agents. Option C may be helpful, but providing a cheat sheet for the add-on products should not be the first step in the design process, as it does not address the underlying reasons why the call center agents are not mentioning the add-on products