Today's world is in a constant state of change which is affecting society as well as the economy. In the last century, businesses have come a long way in creating a modern workplace for a demanding and increasingly self-determined workforce. Especially in the contact center industry, which is heavily influenced by employee attrition, recruiting, training as well as motivating the right people with the right skills can be a real challenge. Our free webinar series on 'Agent Staffing in 2020' is designed to help you overcome this challenge.
As a follow-up to our first e-book, The Call Center School has a new guide: "How to Make Your Own Quick & Easy E-Learning." Not quite ready for Professional Services? That's ok. This beginner's guide gives you step-by-step instructions to create a basic e-learning video.
If you need to create custom e-learning within the constraints of time, resources, or budget, then this guide is for you. You don't need special software or knowledge to follow the instructions.
Whether in this crisis or in general, communication is critical to the success of your business. The communication stream between your frontline and upper management needs to be open. This enables your business to be nimble. It ensures your customers are being heard and your team adopts policy changes swiftly. But how do you strengthen organizational communication when most— if not all— of your team is remote?
Remote work isn’t the future. It’s the present. With more at-home agents today, your service teams need training now more than ever. That’s why The Call Center School has created its first e-book, “Agents at Home: How to Start Your Online Training Program.”
This free guide will help you get started with remote training. It features insights if you want to take your curriculum online or wish to create new courses on-the-fly. You’ll learn:
- How to select the right training format for your learning objectives
- What types of technologies are available for you and your remote team
- The easiest, most cost-effective way to move your curriculum online
- How to create an e-learning video class
Working from home has many benefits. You have a flexible schedule, zero commuting, and more time with loved ones. But it also has its drawbacks, especially for your frontline agents. Most remote employees face challenges. Agents may face these doubly since they often deal with customer problems, too.
You or your boss have come up with a great plan: “let’s make an e-learning training ourselves!” Enthusiasm is high and the do-it-yourself mindset is very empowering. But how do you get started if this is your first time creating e-learning from scratch? Here are 3 steps that will help you make your e-learning a reality.
Companies and teams are adapting to many changes today. Whether you are staffing up, skilling up or keeping up, The Call Center School is ready to help you. We are now offering professional services for companies that need custom e-learning solutions.
Our current offering includes:
- Interactive, impactful e-learning built from your existing training materials.
How it works: You give us your PowerPoints, PDFs, and static training materials. We will convert them into interactive, video-based e-learning. Transform your boring presentations into engaging, dynamic resources that enhance your learning goals.
- Alignment of our current courses with your brand.
How it works: Our courses and certifications are industry-recognized. If you have a need, we can white-label and modify our materials to fit your curriculum. We can alter it to fit your branding, business, or mission.
- Instructional material and advisory consultation.
How it works: Need help structuring or showcasing your resources digitally? Want to know the best practices for a customer service topic? Our team of subject matter experts and instructional designers is available to advise you.
Your commitment to customer experience has led you to hire more remote staff to keep up with your demand. Bravo! Now, what? If you relied on in-person or group training sessions in the past, you may face challenges today.
New hires help you in the long run, but they can take up a lot of your short-term bandwidth. Experienced employees, who were once the go-to people, may not be available to help train. These employees may have time constraints or critical work to do.
With the COVID-19 pandemic, contact centers are facing new challenges each day. Your customer volumes are fluctuating. Your agent availability may have decreased. If you’re new to at-home work, your team’s productivity may be waning. How do you adapt to these volatile times while still focusing on customer experience? One short answer: skill up.
There are many reasons why you’d want to skill up. You may want to train your employees with a backup skill, so they can pitch in when volumes are high. There may be new demand for a specific channel (like social or live chat) that you may need to train for. After all, introducing new or redundant skills among your agents is more cost-effective than hiring.
At The Call Center School, we create engaging e-learning courses for training contact center employees (for frontline agents, supervisor, quality assurance, and workforce management). With the current outbreak of the coronavirus, contact centers face an entire new set of challenges. To prevent a further outbreak and protect their employees, many centers have quickly moved to remote work scenarios. This, however, can be challenging for employees that are not used to working from home.
To support the contact center community during these challenging times, we have put together a free e-learning course on remote work for contact center employees. In just 20 minutes, this course helps prepare your employees to work from home. It covers the advantages, challenges, and best practices for remote contact center work.