Does e-learning really have a place in contact centers?

[fa icon="calendar"] September 10, 2015 / Philip Barron

A typical Google search for “Why e-learning?” yields approximately 3,950,000 results within seconds. Seems pretty impressive at first glance, right?

While it may take more than a few casual clicks and second-nature swipes to read every single result, countless statistics, ostentatious infographics, and positive promises all suggest a collective, favorable perception that e-learning is the most effective method of training in recent years.

Nevertheless, although the general consensus is that those in any environment that aren’t utilizing e-learning are living in the stone age, is it really a worthwhile investment for contact centers?

We could spend hours scribbling reams of repetitive information on the amazing outputs e-learning can deliver, but let’s not waste any time. Let’s look realistically at how we make every effort possible to provide a consistent, enjoyable e-learning experience for contact centers.

We understand the cogs of contact center training.

Contact center training efforts should never be delivered retrospectively. Be it an impromptu training session or the distribution of an informative e-learning course, on-the-job training really does prevail.

Let's face it, the biggest remit of any center is to embrace and retain happy, loyal customer advocates, irrespective of the product or service. In appreciating this remit, we develop training content that facilitates the immediate transfer of valuable knowledge to every single learner. Whether it’s training for frontline agents, supervisors, quality teams, or WFM professionals, we strive to develop and deliver appropriate content that can be both understood and enjoyed by all from the offset.

We understand that all employees generally aren’t under one roof.

Contact centers today are a lot more complex than a team of dedicated agents picking up call after call in one centralized location. It’s also important to appreciate the prospect that home working agents aren’t a shocking new phenomenon.

We take asynchronous learning very seriously. Training that’s self-directed and self-paced. Training that's easily accessible anywhere. Training that has the best intentions of those learning in different countries, time zones, and even those working in the comfort of their own home. Regardless of the location and job requirements defined within your specific contract of employment, we’ve got it covered!

We understand the Death by PowerPoint concept.

Admit it, we’ve all been there at some point!

Attending a conference, presentation, or training session, and the daunting reality that you’re being presented with slide after slide of mundane text quickly becomes apparent. Although you try your best to maintain a bright-eyed and bushy-tailed attitude of engagement, your attention span quickly deteriorates with each slide. As the presenter, with the best intentions of those participating, reads religiously from each chunky bullet point, you begin to predict what the next slide will bring based on the last and take a uncanny interest in the surroundings and people you’re in company with.

In a bustling call center where daily tasks can quickly become tedious, we’ve always been firm believers in the concept of learning by doing. By strategically injecting focused, interactive, game-based learning techniques where possible, we keep students engaged and retain their attention from beginning to end.

With our intentionally concise, visually appealing e-learning courses, no more shall you have to hurry to the coffee point or yawn as you click through traditional left to right e-learning courses that hold very little knowledge value. Don’t be fooled, we provide much more than a few glorified PowerPoint presentations!

We understand you.

Here at TCCS we like to think we’re much more than a group of pen-clicking, head-scratching techies who develop e-learning content (and the tools used to utilize it) to a generic, somewhat assumed specification. We take great pride in making sure we provide an offering that’s realistically beneficial to every single student in the contact center, regardless of role, years of experience, or ability.

That being said, we wholeheartedly appreciate that providing regular coaching efforts is high, if not top, priority in many contact centers. If it isn’t, it really, really should be!

So, back to the question at hand. Is e-learning really a worthwhile investment for contact centers?

To put it simply, a contact center without e-learning is like a broken pencil. Pointless.

Don’t limit and lock down your agents. Let us be the key to your training success!

Topics: Contact Center Training, Blended Learning

Philip Barron

Written by Philip Barron

Phil Barron joined The Call Center School as an E-learning Developer in 2011. His background within various contact center roles helps him to bring his first-hand experiences to life, in the form of engaging and interactive training content.

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