Chapter 2: Meet Agents Where They Are
Flexible, engaging agent training makes for happier customers
To meet customers where they are, you first need to meet agents where they are.
This means balancing a multitude of factors. For one, training must be flexible enough to meet the needs of a workforce that may span various time zones and geographies.
Training also should be efficient so agents aren’t pulled away from responding to customers for long periods. Finally, it needs to be engaging enough to boost knowledge retention.
In the following pages, discover ways to seamlessly fit training into your agents’ lives for better customer outcomes.
Customer service teams are often scattered across the globe and work in remote, hybrid, and office-based locations.
They also spend the majority of their time responding to customer queries. This makes flexible training critical to their success.
E-learning helps solve these issues and allows them to take relevant training from any location and at their own pace.
Consider the following strategies to make your customer service training more flexible.
Carve out time in the work day for training
Reserving time for training during the work day helps increase participation and focus.
Prioritize device accessibility
Ensure agents can complete courses on a variety of devices for greater convenience.
Offer options when possible
For topics like career development training, offer agents choices to keep them engaged and empowered in their training direction.
E-learning allows agents to take training when it’s appropriate for them and when they’re most likely to absorb the information.
Accessibility on any device. Quickly, easily develop courses that can be taken on desktop computers, tablets, and mobile phones so agents can access training on the go.
Frictionless course distribution. Incorporate changes into your training, then distribute speedy updates to your learning audience via Articulate’s integrated LMS, Reach.
Customized learning paths. Enable agents to customize their own journey based on their needs or skill levels.
Agents often have limited time for training on the job since their success hinges on interaction with customers. Microlearning offers an efficient, bite-sized training solution.
For the greatest success with your microlearning, follow these strategies.
1. Keep the topic concise
Reserve microlearning for contained topics you can tie back to a single goal to keep the content digestible.
If you have more than one goal, break out the content into multiple microlearning courses so agents can absorb all the material while still reaping the benefits of the shorter format.
2. Pare it down to the essentials
To keep your course concise, remove any extraneous content that doesn't tie back to your goal. Tip: You can always link out to additional resources from within your microlearning course for those who want to learn more.
3. Choose the right format
Certain types of content and interactions are better suited for microlearning than others. Consider a brief video, interactive scenario, or short interaction to best highlight your lesson material.
