In our previous post, “Agent Onboarding: A New Strategy for the Remote Worker,” we highlighted the importance of onboarding in setting the foundation for high levels of agent engagement. Now, in the final installment of this three-part series on agent retention, we focus on training—a critical but challenging aspect, especially in our rapidly changing business environment.
The Evolution of Remote Learning for Agents
Remote learning for work-from-home (WFH) agents is now an established norm. According to KPMG, 90% of corporations now utilize e-learning, a significant increase from just 4% in 1995. Initially, online learning was instructor-led but has since evolved into more interactive and engaging formats like video-based tutorials, micro-learning modules, and e-learning, which effectively support the WFH model. The shift to digital learning was accelerated by COVID-19, pushing contact centers to adopt new training strategies that align with remote work.
The Shift from Traditional Training to Digital Learning
Pre-pandemic contact center training often relied on slide projectors, whiteboards, and printed handouts. Over time, the shift to PowerPoint presentations and graphic workbooks modernized the training process. Today, learning leaders are leveraging virtual training tools such as live chats, video instructions, and simulated learning environments that agents can easily access via the internet.
However, the shift to remote learning is not without its challenges. According to LinkedIn, 68% of employees still prefer learning at the workplace. Trainers also recognize that some challenges of face-to-face training persist in the virtual environment. Despite this, many acknowledge that remote learning can be just as effective, if not better, than in-person sessions when executed well.
Keeping Learners Engaged in a Virtual Environment
The key to effective training, whether in-person or virtual, is keeping learners engaged. Virtual tools like online chats, replayable video modules, and breakout rooms create interactive and connected learning experiences. Trainers can maintain a personal connection with learners through discussion boards, emails, phone or video calls, and one-on-one sessions, enhancing the overall learning experience.
This new approach requires collaboration across IT, learning and development, and operations teams to create processes and tools that support remote learning. Some organizations are even outsourcing learning resources specifically designed for contact center agents to ensure high-quality training delivery.
Leveraging Learning Management Systems (LMS) for Training Efficiency
Companies like VereQuest are enhancing the agent training process by providing SCORM-compliant learning modules that empower frontline staff to handle complex customer interactions. These modules can be hosted on an organization’s learning management system (LMS), which facilitates the management, delivery, and measurement of corporate learning programs. An LMS allows agents to access their assigned courses, track evaluations, and ensure compliance, streamlining the onboarding and training process.
Automated remote training solutions further support new agent development, ensuring that training is not just a one-time event but an ongoing journey that evolves with the needs of the business.
The Winning Strategy: A Holistic Approach to Agent Retention
Retention is a persistent challenge for contact centers, but it can be tackled with a comprehensive strategy that combines recruiting, onboarding, and training. Start by implementing a solid recruitment plan focused on identifying high-performing candidates who possess the skills to deliver exceptional customer service. Follow up with a robust onboarding program that integrates new hires seamlessly into the organization and prepares them for success.
Finally, deliver continuous, engaging training experiences that equip agents with the knowledge and skills needed to thrive. By investing in each stage of the employee journey—from recruitment to training—you can create a supportive environment that enhances retention and drives performance.
_____________________________________________________________________________
Originally posted February 17, 2021 on No Jitter: https://www.nojitter.com/employee-experience/performance-based-scheduling-expectations-impacts-outcomes