(Re-)Certification Training: Making Updates to content
I have a question regarding what is the best strategy for content updates.
In my office we have a Certification program that new agents must complete. Once training is complete we research areas of opportunities for a quarterly re-certification training.
Quarterly, agents must go through a Re-Certification program that we develop based on the opportunities discovered previously.
Should I make the updates and have agents go through the original training? Or,
Should I make a new training with content supporting the areas of opportunities only? Or,
Should I do both? i.e. make updates to the original content to potentially address the areas of opportunity AND have older agents see only the new content.
I hope I'm making sense with my concern. Please help