Contact Center Pipeline August 2022 August 2022 - Page 26

HAVE A PLAN B TO CONNECT BACK WITH THE CLASS ...

VIRTUAL TRAINING

HOW CAN YOU INCREASE EMPLOYEE ENGAGEMENT DURING VIRTUAL NEW HIRE CLASSES ?
Afshan says “ Engagement and participation go together .” She recommends you : 1 . Give the team control of the agenda . Ask advanced participants to teach others or take over the class .
2 . Everyone likes a good story . Instead of teaching a concept , tell a story showing how this concept applies .
3 . Have fun and inject humor . 4 . Give the team a break , even if it is for just five minutes . 5 . Add music and energy into the start of the session .
6 . Ask for permission . ( People do not like being “ voluntold ” to do something .)
7 . Ask the team to share their feelings using GIFs and emojis .
To continue building engagement , Clare suggests trainers “ ensure new hires meet with leaders and teams they ' ll interact with in their roles .”
She says “ Priceline . com does a fantastic job of this .” While Day 1 is meeting with people from Human Resources , Compliance , and IT , Days 2-5 are “ meet and greets : with the new hires ’ immediate teams .”
Lastly , new hires meet the CEO , senior vice presidents , and department heads to understand what they do . Clare says , as a result , “ your newly hired people understand what each department does , no matter which department they ' re actually joining .”
HAVE A PLAN B TO CONNECT BACK WITH THE CLASS ...
WHAT ADVICE DO YOU HAVE FOR RUNNING SUCCESSFUL BREAKOUT ROOMS WITH WFH TEAM MEMBERS ?
Afshan advises trainers to “ be clear on what you want them to do .” She gives the following expectations for virtual breakout room exercises : 1 . What does the breakout group need to solve or practice ?
2 . Where do they write their thoughts ? 3 . How long do they have for the exercise ?
26 CONTACT CENTER PIPELINE
--AFSHAN KINDER
4 . What will they need to share when they come back to the main room ?
5 . How can they apply their learning to their day-to-day role ?
Sangeeta warns trainers to “ Be mindful of “ Zoom fatigue . Give occasional exercises where the camera can be off for a while ” to give participants a break .” Also , “ keep popping into different breakout rooms to check-in and encourage attendees .”
Lastly , she believes in “ debrief , debrief , debrief ” to ensure understanding .
Melissa has also used breakout rooms for a different purpose . She found using “ breakout rooms for job shadowing is a creative way for our most successful agents to influence more than one person ( we use three agents per mentor ).”
Her advice is to set up a job shadowing session for a particular purpose , so it is “ focused on recent topics they have learned in the class .”
WHAT IS THE ONE THING YOU WISH YOU HAD KNOWN , BEFORE USING ZOOM , MEET , TEAMS , OR ANOTHER PLATFORM FOR VIRTUAL TRAINING ?
Melissa wishes she had known “ there are different licenses for webinars versus training .” She recommends , from her experience , that you take the time to “ understand the additional functionally ” with each service , since Zoom , Meet , and Teams all have different strengths and challenges .
For Afshan , key things she wishes she had known years ago are : 1 . Internet speeds vary , and best laid plans do not work out . So , have a Plan B to connect back with the class ( in case of internet issues ).
2 . Have materials available for everyone to easily access . 3 . Practice how to use features beforehand .
4 . Show up at least 10 minutes before the starting time to set up music , breakout rooms or your attendance list .
I want to thank Afshan Kinder , Clare Santos , Melissa Hurley , Sangeeta Bhatnagar , and Sheri Kendall for sharing their advice about contact center virtual training . Their tips will help make your training more engaging , interactive , and effective !
Mike Aoki is the President of Reflective Keynotes Inc ., a training company that helps contact centers improve their sales and customer experience results . A contact center expert , Mike was chosen by ICMI . com as one of the “ Top 25 Thought Leaders for 2021 .” He is a frequent contributor to Contact Center Pipeline magazine and a member of their Advisory Board . In addition , he serves on the board of GTACC ( the Greater Toronto Area Contact Centre association ). He co- authored the Amazon # 1 bestselling leadership book , “ Called to Action .” Twitter : @ mikeaoki