Contact centers constantly face pressure to make agent training faster, cheaper, and better. One way to achieve this is through microlearning, where agents learn new information or review content in small chunks at a time.
Chance are, you're using microlearning already.
For example, have you ever gone to YouTube to find a short how-to video? I did this when I had to change the battery on my solar-powered keyboard. I quickly found a short video and, a few minutes later, I had step-by-step instructions for doing the repair.
I recently joined Bryan Naas from Lessonly to present a webinar on how to train contact center agents faster, reduce costs, and deliver better results with microlearning. Lessonly builds easy-to-use training software that helps people do better work, so it was really helpful to have Bryan's perspective.
Here are a few highlights from the webinar.
Training and Reinforcement
Bryan and I shared multiple microlearning examples throughout the webinar.
A simple one is my Customer Service Tip of the Week email. Anyone can sign up for free to receive one tip via email, once per week. These tips are helpful reminders to help us build lasting habits.
Microlearning is generally inexpensive and can be deployed quickly.
The biggest cost associated with traditional classroom training is paying agents to attend training along with other agents to provide coverage while your staff is in class. One benefit of microlearning is you don't need to take your agents out of the queue for training, so it is far less disruptive to your operation!
A Proven Model
Bryan shared Lessonly's Better Work Method, which is a model contact center leaders can use to easily develop microlearning lesson plans.
The first step in the model is to assess needs. It's very common for contact center training programs to deliver too much unnecessary contact, while omitting essential lessons. A simple assessment can help you deliver the right content at just the right time.
You can watch the entire webinar replay here.
Next Webinar: Using Unstructured Data
I'm excited to announce an upcoming webinar with Alyona Medelyan, CEO of the customer insights company, Thematic.
Contact centers generate huge volumes of customer communication and feedback. The majority of it is unstructured, and many service leaders struggle to take advantage of this data to drive their team’s performance and continuously improve. As a result, strategic decisions are based on assumptions instead of data, and progress is tracked at an aggregate level without a clear understanding of what works and what doesn’t.
In this webinar, we will discuss how to solve this problem.
Date: Thursday, January 24
Time: 10am (Pacific)