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Training is an investment, a long-term behavioral change, and will not be successful without proper reinforcement and follow-up sessions conducted by contact center supervisors and managers.
Thanks to new solutions provided by technology such as; 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 enormously during and post training, and will ensure that the change sticks.
These are the top techniques OpsTalent uses, that incorporate technology in training follow.
E-mail; bi-weekly emails with relevant information that 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 center 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 a4 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 behavior.
- 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 one of the more valued tips 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, 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. Streaming 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 center 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, even in crucial for business areas as; introducing new procedures, improving existing skills sets, or engaging new employees. It’s up to you to incorporate it!