Contact Center Pipeline August 2022 August 2022 - Page 38

AGENT DEVELOPMENT

ILLUSTRATION PROVIDED BY OLYAOK ADOBE STOCK

OPPORTUNITIES AMIDST THE CHALLENGES GAMIFICATION , PRACTICE , DIVERSE ENVIRONMENT , AND LISTENING TO AGENTS BOOST TRAINING EFFECTIVENESS .

BY SANGEETA BHATNAGAR , SB GLOBAL HUMAN CAPITAL SOLUTIONS
38 CONTACT CENTER PIPELINE

Reflecting over the last two plus years , as contact centers worked remotely , learning and development ( L & D ) teams had to pivot so quickly to ensure that new hires , existing team members , and leadership were provided with engaging learning opportunities .

We can all agree that there has been some struggles and a learning curve for all of us in the L & D space .
The great news is that through the challenges , there have been so many amazing opportunities of growth that we did not experience in the pre- COVID-19 pandemic ( only on-site ) training world .
Although there are many areas to examine around the topic of L & D , we will address a couple of common questions that everyone in the training world has faced and is facing .
With the intention of creating positive , meaningful learning experiences that lead to the desired outcomes starting on day one , there are many practical techniques , strategies , and mindsets you will want to adopt . You will then maximize interaction , engagement , and overall learner experience .
When thinking about designing learning programs for remote or hybrid teams , we need to consider the different variables that impact learning and engagement . These include keeping learners focused and not multitasking while the virtual classes are on , managing overall energy , encouraging relationship building , and creating a space for diverse learners to feel included and to have their voices heard .
Also critically important are taking wellness breaks . They ensure that the mind and body are rested and able to learn . Let ’ s see what some L & D leaders have to say !
WHAT CHALLENGES HAVE YOU EXPERIENCED IN VIRTUAL / HYBRID TRAINING ?
Trainer and speaker Mike Aoki , President of Reflective Keynotes shares “ My main challenge was adapting to multiple videoconferencing platforms and ensuring participant interactivity .
“ My clients used different video platforms such as Zoom , Google Meet , Microsoft Teams , or WebEx , so I needed to adapt to each platform . For instance , Meet only allows a single answer for polls , whereas Zoom allows multiple answers per question , and Teams requires an add-on app for polls . So , understanding the quirks of different platforms took time and practice .”
Hera Tchaderian , Assistant Vice President , Learning & Development , CAA Club Group shares “ Engagement in a virtual learning environment is top of mind at the moment for me . Engagement is so critical in a learning environment and while we ’ ve adjusted our methodologies over the last two years , I think we have more work to do . “