I was struck by a client visit I did last week. A whole set of common sense things had taken place around training in contact centres.
a) Training can be boring and it’s hard to take on board
b) e-learning in the office isn’t easy
c) Strong knowledge is at the heart of personal confidence, motivation and results
d) Training a whole work force is too expensive to get wrong – both in results, logistics, resourcing and costs terms
So what to do?
1) Modularise the training so its in smaller sessions which can be much more easily accommodated into schedules or done in one’s own time
2) Gamify it – turn it into games with transparent scores and accreditation
3) Make it available through mobiles and accessible at any time
The result – a big up kick in motivation and results, big drop in costs