Contact Center Pipeline August 2022 August 2022 - Page 24

VIRTUAL TRAINING

MAKING VIRTUAL TRAINING ENGAGING HOW TO ENSURE THIS ESSENTIAL TRAINING TECHNIQUE IS INTERACTIVE AND EFFECTIVE .

BY MIKE AOKI , REFLECTIVE KEYNOTES
ILLUSTRATION PROVIDED BY APINAN ADOBE STOCK
... EFFECTIVE BLENDED LEARNING FOR BOTH VIRTUAL AND IN-PERSON LEARNING IS THE BIGGEST TREND .
---CLARE SANTOS

Virtual training is here to stay ! With many contact centers going hybrid or staying fully remote , how do you ensure training keeps people engaged , encourages interactivity , and effectively improves their skills ? To find out , I interviewed five contact center training experts . Their responses below have been lightly edited for clarity .

WHAT DO YOU SEE AS THE BIGGEST OVERALL TREND ( S ) FOR VIRTUAL CONTACT CENTER TRAINING FOR THE SECOND HALF OF 2022 ?
“ Creating and designing effective blended learning for both virtual and in-person learning ” is the biggest trend , according to Clare Santos , Senior Manager , Training , Priceline . com .
Building upon that , Afshan Kinder , Partner , Switchgear Consulting , notes “ The need for eLearning will increase , since some companies are extending their geographic recruitment reach .”
Sangeeta Bhatnagar , Principal , SB Global Human Capital Solutions sees that “ Top-tiered companies are adapting to WFH ( work-from-home ) contact center agents . They empower them through the training process instead of having training be a one-
24 CONTACT CENTER PIPELINE