Contact Center Pipeline August 2022 August 2022 - Page 20

MANY CONTACT CENTER COURSES TEST ONLY FOR COMPREHENSION .
MANY CONTACT CENTER COURSES TEST ONLY FOR COMPREHENSION .
Customizing learning content doesn ’ t mean that you have to spend the time and money to develop everything from scratch . There are off-the-shelf contact center learning modules that can be customized to include examples from your actual environment – at a fraction of the cost and time associated with custom development . Ongoing , these same modules can be easily updated as products and the customer environment shift over time .
MISTAKE # 3 : NOT TESTING FOR COMPETENCY
Many contact center courses test only for comprehension . For example , agents may leave the course with an understanding of why empathy is essential and be able to recite the key steps to introducing it into a conversation . Still , they may struggle to transition from theory to practical by appropriately empathizing with an upset caller in a real-life situation .
On the other hand , competency-based learning focuses on the agent ’ s ability to demonstrate the skill . And so , without competency testing , contact center agents are practicing their skills on real , live customers !
Robust roleplaying , coupled with real-time coaching , is an excellent way for agents to flex their skills and feel comfortable making mistakes .
You may want to start with peer-topeer roleplaying , but it always helps to raise the bar by engaging a third party ( potentially using actors ) to give them a real sense of what they will be facing . Safely practicing via roleplaying is particularly important when mastering high-emotion scenarios like managing irate callers or complex problem-solving .
MISTAKE # 4 : FAILING TO REINFORCE LEARNING
We all share the frustration of completing a training session with our teams only to hear agents revert to their old ways within hours !
We have found that there are three reasons why an agent doesn ’ t demonstrate the behaviors that we ask of them : ( 1 ) They don ’ t know how , ( 2 ) They have forgotten , and ( 3 ) They don ’ t want to ! Reinforcing training and the skills agents learn addresses the most common reason we see in contact centers – they have forgotten .
The Forgetting Curve , developed by psychologist Hermann Ebbinghaus in the 1800s , demonstrates how quickly memory retention drops after learning new information . His research suggests that people forget approximately 50 % of what they have learned within just one hour and 70 % within 24 hours . Within 30 days , that amount of forgetting increases to 90 %.
Ensuring learning content is both engaging and relevant goes hand-in-hand with reinforcement in helping learners retain knowledge after training . Here are some things to consider :
• Expand your new hire learning curriculum over a more extended period , enabling learners to more readily absorb the information .
• Introduce a “ nesting ” period in the middle of training where agents have the opportunity to use what they have learned in a live ( albeit controlled ) environment .
• Repetition . Use the language , models , and approaches consistently and frequently .
• Leverage microlearning for reinforcing , reminding , and re-engaging agents . Microlearning modules are designed for immediate consumption , typically from 3 to 10 minutes in length . These brief and direct modules reinforce and remind what has been learned at the moment an issue has been detected ( e . g ., when a shortfall is detected in QA or following a coaching session ). They are short enough to be reviewed during periods of lower volume and provide a simple reminder that lifts performance immediately .
Source : https :// www . csustan . edu
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