Training is an investment, a long-term behavioral change, and will not be successful without proper reinforcement; follow-up sessions conducted by contact centre supervisors and managers.
Thanks to new solutions provided by technology: video, email and social media, these reinforcement sessions become easy to conduct and are cost effective.
Every type of training is suited for technology based reinforcement, whether you’re reinforcing a strategic skill change or improving soft skills, technology will help. It proves to be a valuable “ally” during training as well as post-training activities as is after ensures the change in behaviour sticks.
These are the top techniques we at OpsTalent use:
E-mail; bi-weekly emails with relevant information which can be applied to daily tasks.
- A consistent and descriptive title is crucial, reference the training session the follow-up relates to so that the participants open the email ASAP.
- If the email contains video content make sure that the text part of the message is clear and to the point, don’t waste the contact centre agents time on reading, point them to the video straight away.
- Avoid graphics, emails containing these are often blocked by email client app’s, thus mistaken as spam and deleted straight away. Also, graphic content is not mobile friendly so keep that in mind.
- Plan no more than one training email per training hour, schedule these to be sent out over a course of 4 weeks. This is crucial since it will not overwhelm agents and at the same time will be more than enough to bring permanent change in behaviour.
- Send the e-mails to managers, don’t leave them out of the loop, the content can be easily reused during team meetings.
Video; create engaging videos that will aid employee knowledge retention.
- Create videos that last up to 3 minutes, that will keep agents engaged and interested until the very end.
- Be detailed regarding the most valued tip from the training session, expand on it and end the video with an easy to follow call-to-action.
- Follow-up videos don’t need to be made by professionals, but they need to look professional. Dress code, the tone of voice and a steady camera are vital when it comes to creating engaging content.
- Post videos in-house or on a private channel on YouTube or Vimeo. Streamed video is the safest and best option.
Other; private social media groups are ideal for sharing content and reinforcing training.
- Brainshark is great when resources are limited or creating video content is simply not an option. Creating PowerPoint presentations with audio is an amazing substitute for video content, but it has potential to be much more than just a substitute.
- Create private groups in LinkedIn where contact centre staff can share successes stories or ask relevant questions.
Technology can play a key role in reinforcing employee training and in long-term behavioral change, especially in crucial business areas such as; introducing new procedures, improving existing skills sets, or engaging new employees. It’s up to you to incorporate it!