Zingtree Tags: training

Simple Software: How to Start a Training Program with Decision Trees

People are what make businesses move, grow, and flourish; investing in your live human resources is always a smart decision. However critical to success, training programs don’t have to feel stuffy and laborious. A great training process shouldn’t feel like unwanted homework, it should inspire knowledgeable, motivated employees that are comfortable and confident.

Is your company using an effective training program? Are you training enough, and regularly? Outdated methods of a VHS tape and a conference room doesn’t count. These training statistics from Shift start to tell a tale of why an investment into employee training and engagement is so key:

  • Out of nearly 4,300 workers, 74% felt they weren’t achieving their full potential at work.
  • Companies with 100-500 employees only have 6 minutes of training every 6 months, on average.
  • 1 out of 3 employees said that uninspiring training content is actually a barrier to learning.
  • 7 out of 10 people said that training and learning opportunities influence their choice to stay with a company or leave.

Employee training programs, when executed well, can turn around the most effective, productive, and happy staff a business has ever seen. By setting up an interactive training program using online decision trees, you’ll provide a powerful platform for staff to learn from anywhere, and much more easily.

Guided Training Sessions

All businesses will typically have a training guide set in place; a long PDF or thick stack of bound papers to house the important items, manuals, and other key employee information. The problem with these long-form training guides? They’re time-consuming, mind-numbing, and never an accurate representation of the company’s brand or personality.

Interactive decision trees are a more friendly way to guide people through a training session by asking questions in an interview-style way, which helps to keep things moving quickly and keep employees more engaged with the important information being presented. You can even add customizations and visuals like GIFs, videos, and photos to help display step-by-step information and lead workers to a path of understanding.

Online Situational Simulations

Scenario-based documentation is in high-demand for many companies and organizations looking to train new hires in a standard and efficient way; different situational training always varies, for every type of industry. Whether your business is in retail, tech, healthcare, customer support, insurance, or even if you’re a governmental department or non-profit organization, your training simulations should be able to easily match your audience (employees).

Decision trees are a perfect digital resource for creating and implementing simulations online, for any kind of scenario that you may need to communicate in a training session. Providing interactive simulation tools to emulate different potential work scenarios can prove to be invaluable when leading trainees through new or complicated learning environments. Click here for an interactive example of a training simulation to see how it’s done.

Interactive Knowledge Base

Employees and customer-facing agents should be trained on every area of a businesses’ inner workings in order to provide the best work and the most helpful service. If staff were to ask questions to supervisors or other departments multiple times a day, a lot of bottlenecks and frustration would start to occur.

While customer-facing for our purposes, we host our own Zingtree FAQ on the Zingtree platform itself. We’ve found it’s a great way to organize based on different categories of information and quickly lead customers to the right answers to their questions. These knowledge base decision trees can be used in the same way for internal employees, offering a robust FAQ on everything from procedural standards to procurement processes.


Ready to improve your employee training and evaluation process? 

Get started with Zingtree!

How to Train Customer Service Agents for Success

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No matter the reasons why a customer chooses to reach out to you, it’s important that each agent is professional, knowledgeable, courteous, and can offer expedited assistance. Training targeted specifically to areas of competency, efficiency and customer service best practices are all requirements to delivering excellent customer care.  

Training alone is not enough to account for consistent customer service delivery, though; the software that customer facing agents rely on is equally important. The technology surrounding CRM platforms is evolving and nowadays it is easier to stay nimble thanks to cloud technology. Another big change in software is the analytic capabilities that allow companies to incorporate some pretty nifty features such as customized scripts (like Zingtree!) and persistent ticket tracking, which allow for better customer experiences.

Let’s review a few training tips to take your customer service from good to awesome.

Use Your Knowledge

Customers are coming to you with a lot of product awareness, but they still expect your representative to be the expert. Customer facing agents should be trained thoroughly on all of the products and services they are responsible for representing, in addition to knowing where to quickly send a customer if s/he requires help or service from another department. Beyond product knowledge, training should be comprehensive regarding the software/hardware platforms the agent is working with.

Always Be Professional

Training customer facing agents how to handle frustrated and irate customers is key for employee morale and low turnover. If agents aren’t fully and properly trained in working with upset customers, you can plan on a revolving door in your contact center. Customer facing agents who can remain professional, even when tested, will reflect well on your company. Training agents to remain professional whenever they’re representing your company should be ongoing – there is always room for improvement!

Remain Courteous

The push and pull of a profitable company call center requires agents to efficiently resolve a customer’s issue, while also remaining polite and courteous. Training agents in how to be polite and productive is a practiced skill. As more customers demand personalized care, agent training that teaches manners and personalization techniques will be rewarded with customer loyalty.

Have Departmental Knowledge

Before an agent is allowed to work with customers, he or she needs to be broadly aware of the functions and roles of the other customer-serving departments. The next step is to ensure proper training in how to patch a customer through to the right person; this is where the need for an omni-channel strategy comes in. It’s easy to see how frustrating it can be for customers to start with one agent, then get transferred to another while having to start over at the beginning if your software doesn’t track a customer through different channels or departments.

As with all training programs, it should be relevant, easy to absorb, and appropriate to the learner. Making training tools available for various types of learners is important if what is being taught is to be incorporated into the workplace.

Customer facing agents are under a lot of stress and pressure but a good training program that is ongoing pays off in that employees are more satisfied in their jobs, which ultimately translates to more satisfied customers!  

 

This article was written by Jodi Beuder of MHI Global. Are you interested in submitting a guest blog post? Please contact us!

Divide & Conquer!

sub-trees-zingtree

Use Sub-trees For Tackling The Trickiest Trees

Have you had trouble developing intricate, multi-step trees? Is maintaining an easy flow for your users throughout a complex decision process a challenge? Are you having issues scaling your trees up to accommodate more users and use cases?

If you know you’re going to have a large project ahead of you, planning is crucial. You’ll want to break up your larger tree into individual threads and themes. Once they’re broken up, you can refine the smaller pieces until they’re perfected, and then create discrete, small to medium sized trees. Finally, once your sub-trees are ready and working properly by themselves, you can use Tree Nodes to connect them into your finished, mega-Zingtree.

While in the planning stages of complex decision trees, many users find these sub-trees occur naturally. So pause your active tree development (just for a minute) in Wizard or Designer, make an outline of your tree and its constituent sub-trees.

Try using sub-trees for your most intricate trees today.

Training Simulation with Zingtree

One of the great things about Zingtree is that it can be used to quickly create a variety of interactive projects. Training simulations are one example.

After talking with a couple of customers, we’ve created a Training Template in the Zingtree gallery. You can copy this project into your own Zingtree account, modify the content, and have your own training simulation up and running in minutes.

Use the Copy button from the Zingtree Gallery, or explore the Training Simulation Template here.

Best Training Strategies for Customer Facing Agents – Pt. 2

ZingtreeTraining

In this two-part series, our friends at Impact Learning, share their top strategies for customer service agents. They provide fantastic guidance in their blog and improvements for sales, service and support staff.

Often times, when customers are calling into your contact center, it is likely because they require technical assistance, can’t find an easy answer to their question, or your system has prompted them to do so in order to complete a transaction. No matter the reasons why a customer chooses to reach out to you, it’s important that each customer facing agent is professional, knowledgeable, courteous, and can offer expedited assistance.

If you are using technology that gives customer facing agents an edge over your competitors who aren’t, let’s review a few training tips to take your customer service from good to great.

  • Be Courteous. The push-pull of a profitable contact center requires agents to quickly resolve a customer’s issue while also remaining polite and courteous. Training agents in how to be polite and efficient is a practiced skill. As more customers demand personalized care, agent training that teaches manners and personalization techniques will be favorably rewarded with customer loyalty.
  • Give departmental knowledge. Don’t make your customers suffer because your agents haven’t been adequately trained on which department can better service the customer. Before an agent is allowed to work with customers, he or she needs to be broadly aware of the functions and roles of the other customer-serving departments. The next step is to ensure proper training in how to efficiently patch a customer through to the right person or department. This is where the need for an omni-channel strategy comes in. You can probably see how frustrating it is for customers to start with one agent, get transferred to another, but have to start over at the beginning because your software doesn’t track a customer through different media channels or departments.

As with all training programs, they should be relevant, easy to absorb, and appropriate to the learner. Making training tools available for various types of learners is important if what is being taught is to be incorporated into the workplace.

Customer facing agents are under a lot of stress and pressure but a good training program that is ongoing pays off in that employees are more satisfied in their jobs, which ultimately translates to more satisfied customers.

Don’t forget to read our Part 1 of the Training Strategies Series for more tips on how to educate the best customer service reps and agents!

Best Training Strategies for Customer Facing Agents – Pt. 1

ZingtreeTraining

In this two-part series, our friends at Impact Learning, share their top strategies for customer service agents. They provide fantastic guidance in their blog and improvements for sales, service and support staff.

Often times, when customers are calling into your contact center, it is likely because they require technical assistance, can’t find an easy answer to their question, or your system has prompted them to do so in order to complete a transaction. No matter the reasons why a customer chooses to reach out to you, it’s important that each customer facing agent is professional, knowledgeable, courteous, and can offer expedited assistance.

Training targeted specifically to areas of competency, efficiency and customer service best practices are all requirements to delivering excellent customer care. Training alone is not enough to account for consistent customer service delivery; the software that customer facing agents rely on is equally important. The technology surrounding CRM platforms is evolving and nowadays it is easier to stay nimble thanks to cloud technology. Another big change in software is the analytic capabilities that allow companies to incorporate some pretty nifty features such as customized scripts and persistent ticket tracking. CRM software that allows agents to quickly access shipping and billing information and can pull data about a customer across your communication channels also allows for better customer experiences.

If you are running software that gives customer facing agents an edge over your competitors who aren’t, let’s review a few training tips to take your customer service from good to great.

  • Knowledge is power. Customers are coming to you with a lot of product awareness but they still expect your company representative to be the expert. Customer facing agents should be trained about all the products and services they are responsible for representing, in addition to knowing where to quickly send a customer if s/he requires help or service from another department. Beyond product knowledge, training should also be comprehensive regarding the software/hardware platforms the agent is working with.
  • Professionalism matters. Training customer facing agents how to handle frustrated and irate customers is key for employee morale and lower turnover. If agents aren’t fully and properly trained in working with upset customers, you can plan on a revolving door in your contact center. That just means a strain on your bottom line! Customer facing agents who can remain professional, even when tested, will reflect well on your company. It is too easy for conversations that go off-track to go viral on social media sites, creating a public relations nightmare for your company. Training agents to remain professional whenever they’re representing your company should be on-going as there is always room for improvement.

Tune in next week for Part Two, and get more insight on training agents!