Zingtree Tags: interactive training

5 Trends in Contact Center Training to Pay Attention To

Contact Center trends

The training systems and programs put in place at contact centers have everything to do with the overall success, productivity, and effectiveness of the agents it employs. As technology rapidly improves and the industry continues to evolve, it’s important for contact center managers and the like to consider the types of trends, techniques, and tools that companies can easily implement.

A recent ICMI article goes into depth on some industry changes, trends, and expectations that will be key to a contact center’s performance this year. Right off the bat, we’re seeing a lot of similarities between what contact center agents find most important and helpful in a training session compared to what customers are coming to expect in daily consumer experiences. The biggest areas of focus? Streamlined and customized experiences, digestible information, and easy communication.

1. Streamlined Training

“Teams need to adapt to create and provide training that reflects these changes quickly and efficiently. The ability to adapt and provide productive learning about new info, products, procedures, and services defines call center success. These changes are never-ending, and contact center agents need to know how to sell and support them.”

2. Customized Experiences

“Every employee is on a unique journey and brings individual goals, strengths, and opportunities for their call center team. Customized training paths that focus on both onboarding and ongoing training will drive higher employee engagement and better business outcomes than ever before.”

3. Bite-Sized Information

““Microlearning” is a new buzzword in the training dictionary. It provides training that is broken down into bite-sized pieces in order to educate agents without requiring a vast time investment. These training sessions are focused on a single subject and typically range from five to 15-minute increments.”

4.  Social Learning Know-How

“Social learning aids training by making it a shared activity among contact center agents. Adaptive technologies such as chat boxes, forums, and Slack can reinforce critical learning concepts for agents while on the job. This is also key because employees tend to be more successful when they work and learn in group settings.”

5. Augmented and Virtual Reality

“These cutting-edge technologies provide useful applications in educational training sessions, especially for contact center agents. Instead of watching videos, or listening to a recorded interaction, leaders can place agents in roleplay situations where they gain hands-on-experience and practice their skills.”

 

Contact centers that are able to provide these levels of improved experience, social knowledge, ease-of-use, and personalized information within training systems, as well as everyday customer communication practices, will be in great shape for 2018 and beyond. Zingtree interactive decision trees are the only tool out there that can address every one of these critical trends for contact center training and customer experience.

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. Have any questions or want to see a custom demo on getting set up with Zingtree decision trees for training purposes? Get in touch with us at any time. 

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.


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