Contact Center Pipeline August 2022 August 2022 - Page 39

AGENT DEVELOPMENT
MIKE AOKI HERA TCHADERIAN MELISSA HURLEY VICTORIA IMOLA
WHAT ARE SOME SOLUTIONS YOU FOUND TO HELP SOLVE THE CHALLENGES ?
Mike shares “ Practice was the key . I enlisted my family to log in on their devices . So , I could practice with them using polls , chat , breakout rooms , and sharing videos with sound via Zoom , Meet , Teams , etc . Keep practicing until you master your organization ’ s video platform .”
Melissa Hurley , Vice President , Learning & People Development , Global Training , Bill Gosling BPO , shares some valuable nuggets and insights around solutions to solve the challenges .
“ Solutions come from the learners ; surveying and asking for input on their experience has helped us develop a plan to highlight what we are doing well and to keep doing it and areas we could enhance to make the experience more engaging .
“ To highlight a few of the solutions we have implemented , we have workshops for facilitators that help them learn new ways to adapt training content to a virtual space ( small things like animations in presentations and ice breakers related to the content created a fun space ).
“ We have also incorporated more interactions and gamification throughout our eLearning experience and breaking up training into microlearning . This has helped learners focus on areas that they want to learn more about while also having them share their own experiences and knowledge with their peers .”
Hera adds “ We ’ ve added a lot more Interactive activities , group presentations , increase in time for all exercises , learner led training modules , polls , and group discussions .”
HOW DO YOU CREATE A DIVERSE AND INCLUSIVE ENVIRONMENT FOR YOUR LEARNERS ?
Melissa shares “ Creating a diverse and inclusive environment is our priority , especially in a remote learning environment .
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“ Everyone learns differently and it ’ s important to provide options to all our learners to learn in a space that works best for them .
“ We have incorporated closed captioning on eLearning videos , live transcript available on our live remote training classes , and we have adapted an approach for our content development team that ensures we have a structure that leverages multiple interactions and self led-activities .
“ As a content team they are constantly conducting research , which is very important in allowing us to adapt and be creative and innovative in our content .”
Mike shares “ Harness different communication styles with exercises that appeal to audio or visual learners . For instance , have people discuss an issue with their webcam turned on . Then , follow it with a different exercise that asks people to share written examples in the chat window . Use a poll for a quick-hitting exercise . Then , leverage the whiteboard for visual creativity .
“ It is also important to provide an inclusive learning environment . I always check with clients to see if their team has accessibility needs . For example , you can use closed captioning and chat to ensure people with hearing loss are able to participate fully in your sessions .”
AS A LEADER IN L & D , WHAT ARE SOME TOP OF MIND TOPICS THAT WE SHOULD BE DISCUSSING ?
Melissa adds “ it is important that content that is developed brings in images / photos and / or characters that are diverse .”
“ I think it is important to ensure that we celebrate different cultures in our learning and finally putting a focus on developing content in eLearning , learning paths , and instructor led [ learning ] that are inclusive of all adult learning principles but also a learning space that is engaging and inclusive for all individuals .”
Victoria Imola , Director , Shared Services , MCAP shares that “ Online learning , or eLearning has become a critical part of the training programs we build .
“ Bite-sized , personalized , and on-demand training programs are essential to ensure we are meeting the needs of our learners for not only their current roles , but also their future roles as they grow and develop their careers . These topics are certainly trends across many different industries today , while companies continue to adapt to remote and hybrid workstyles .”
Hera says “ With the pandemic impacting so many industries , we ’ re seeing a shift in our workforce . And while one of the tenets of adult education is the acknowledgement of the experiences individuals bring into the classroom , it is critical that it becomes the foundation upon which we build our learning strategies . So how do we do that in this virtual world we ’ re creating ?”
SOLUTIONS COME FROM THE LEARNERS ... MELISSA HURLEY
WHAT ARE SOME SIMPLE STRATEGIES TO BOOST ENGAGEMENT ?
According to Melissa , “ Gamification of learning , microlearning , and simulations / hands on learning . In our world today information is accessible at our fingertips , so learners want to be able to learn more about topics that are important to them . It is critical that we celebrate the knowledge in the learning environment while transferring new knowledge ( job-specific ) in bit size chunks while making it relevant ( You- Tube , LinkedIn Learning ).”
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