How does The Call Center School develop rich e-learning content?

[fa icon="calendar"] November 9, 2015 / Philip Barron

A very, very brief insight into our e-learning development process

E-learning, irrespective of subject matter, is described as the process of utilizing electronic technologies to access educational content outside the four walls of a traditional classroom. Quite a broad description, right?

As e-learning continues to becomes increasingly popular worldwide, it’s not the first time we’ve been asked to specify what exactly makes our offering stand out from the crowd. That being said, we’d love to share briefly how we provide a first class, customer-centric e-learning offering.

Let’s take a look at the six rules we define as the backbone that shapes our development approach.

Rule 1: Students have varied learning preferences

There are three broad learning styles: see, hear, and do. Commonly referred to as visual, auditory, and kinesthetic learning, we understand that different students have different learning preferences. Some may learn by reading, others by listening, and others by physically doing. To cater for varied learning styles, we feel that most students learn best when they’re provided with the opportunity to merge the three key learning preferences, and get the most from each. That’s why our learning content consists of visual models, narrated scenarios, and simulated learning environments, enabling you to practise and hone your skills.

Let’s imagine that you’re a student within a contact center for just a second. Would you rather break your index finger clicking through mundane, text heavy slides or actively interact with recognizable activities that involve thoughtful responses, decision-making, and problem solving? It really is a no brainer. We care for your index finger!

Rule 2: Students recognize and recall stories

As Subject Matter Experts in the field of contact center e-learning, we’ve always, and will continue to, develop effective learning opportunities that nest themselves in each learner’s brain.

The history of learning is an oral tradition, where life lessons were taught around a campfire in the form of vivid storytelling. We’ve refined and adopted the concept of storytelling, shaping it to fit the modern age.

By presenting students with rich stories and captivating scenarios that physically place them in their everyday role within the center, students can easily relate and quickly identify what they’re currently doing well and what they could improve on. What’s more, by enabling students to respond to clear-cut scenarios and receive immediate feedback, they can gain the confidence and knowledge required to recall information and go the extra mile for customers on every single interaction as a result.

Rule 3: Students appreciate constructive feedback

Progressing on a learning journey that provides absolutely no means of feedback is nothing more than a complete waste of valuable training time. How can students possibly learn if they aren’t provided with feedback based on their interactions and efforts?

Naturally, we wholeheartedly appreciate the importance of regular, constructive feedback.
We firmly believe that every single student deserves regular feedback to enable them to progress, to correct misunderstandings, and to validate their unique perspectives. By understanding how students benefit from constructive feedback, we’ve learned over the years that providing context-sensitive feedback really does pave the way for a positive learning path.

Rule 4: Less is more with e-learning content delivery

Our brains have a limited capacity to perceive and process information at any one time. So, by presenting our content as intentionally concise knowledge nuggets, the process of enhancing understanding and retaining knowledge and skills is much more enjoyable for learners.

Without divulging our deepest, darkest secrets, our e-learning development team sing the K.I.S.S. mantra from the rooftops. Keep it short and simple!

That being said, cumbersome, long-winded presentations littered with repetitive, text heavy information are a huge no-no at The Call Center School.

Rule 5: Learning efforts are best reinforced by a live, welcoming Community

While many feel that e-learning is an isolated, remote means of content delivery in comparison to a physical classroom, we completely disagree. There’s actually a significant emotional component to learning that’s often overlooked. Learning by collective involvement.

We take a huge deal of pride continually developing and maintaining our inviting, secure online Community where students can enjoy learning together. Using the Community, students can easily share ideas, ask questions, and communicate directly with our expert team and other contact center professionals from around the globe.

We’re here when you need us most!

Rule 6: Knowledge retention takes much more than one student intervention

Whatever the subject, none of us have the ability to efficiently retain information at first glance or during initial interaction.

Let's be realistic, it’s not humanly possible to master a new skill from one thirty minute lecture or a short e-learning module. Learning and it’s positive outputs are very much a regular, continual process. By presenting students with regular opportunities to recap and revisit previous information and interactions, they’re much more inclined to reinforce their skills and master the current topic of discussion.

We appreciate and understand your learning requirements

Here at The Call Center School, we’re in a pretty unique position within the industry.

Not only are we experienced e-learning developers with the self-confidence to embrace change and rapidly change our direction to adopt new technologies and trends, we have over fifteen years hands-on experience in varied contact center roles and environments.

From the bustling call floor, to the QA department, and even standing in front of group after group of ambitious students in a classroom environment, we understand the cogs of contact center life. By applying our experiences to directly facilitate your learning journey, never again will you feel the need to count the seconds until the end of a training session.

Monotonous e-learning that’s as exciting as watching paint dry is certainly not our style.

Intrigued? Feel free to get in touch for more info!

Topics: Product Updates, Contact Center Training

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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