Ah, summer! That time of year when we all head to our favorite place and enjoy time with family, friends, and loved ones. Unless your company has a moratorium on summer vacations, you may find yourself in the unenviable position of continuing “business as usual” even though there are many folks out enjoying a summer vacation. This makes it difficult to keep moving at the rapid pace that is now the norm of doing business. Especially if you must support a new product or service launch, and have the need to provide important training to agents.
What is a contact center to do? You can’t postpone launches because it’s vacation season. And you can’t wait to train all the agents at once due to the rollout. The most effective way to beat this training issue is to go virtual…and self-serve.
Virtual training has a multitude of benefits, including allowing access at any time. It is the self-serve model that empowers contact centers to provide outstanding training during any peak time. Whether it is to accommodate summer vacations, seasonal upswings, or ongoing maintenance, providing training in easy-to-understand bite-size pieces ensures that all agents have access to and are trained on the latest and greatest.
There are some best practices to consider when deciding how and when to use this self-serve virtual training model. Consider the following as you roll-out self-serve virtual training:
Virtual self-serve training classes are convenient and effective, as long as they are designed with the agent in mind. Ensure that every course is interactive and encompasses all different styles of learning. Also, make sure there are benchmarks for ensuring the learning has occurred. Finally, set up metrics so that all the agents understand the importance of completing the courses in a timely manner. Then sit back and enjoy a summer of effective training!