The very prospect of working from home oozes nothing but initially positive connotations with regards to assumed, lenient working schedules and carefree surroundings. Although home agents perform many, if not all, of the exact same tasks as their office based counterparts, the fundamentals of working from home are commonly distorted and misinterpreted.
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?
Working from home provides agents with the ability to perform the tasks they’d usually perform on a contact center floor, in the comfort of their own homes. As home agents communicate with telephone customers, respond to questions on social media, and answer email queries, many still question their focus, in their absence from the physical call floor.
Here at The Call Center School, we’ve always been firm believers in the philosophy that learning by doing empowers students to strive for technical excellence. Not only does it instil confidence in students to solve problems autonomously, but they immediately become active participants on their very own learning journey.
A typical Google search for “Why e-learning?” yields approximately 3,950,000 results within seconds. Seems pretty impressive at first glance, right?
We’re all customers. Yes, while it may seem like an obvious, generalized perception of everyday purchasing trends, resist the unnecessary facepalms for just a moment.
From agents engaging with customers on a bustling call floor to trainers delivering essential training to a classroom of students, we understand the daily logistics of the everyday contact center.
Albert Einstein once said, “Life is like riding a bicycle. To keep your balance you must keep moving”. We thought about this for a while. We then considered that Einstein also said, “wisdom is not a product of schooling but of the lifelong attempt to acquire it”. It sent our minds spiraling into a state of creative overdrive.
Today, social media is turning marketing and customer care efforts on their head. It’s fundamentally changing how, where and to whom customers seek assistance, and presents both significant challenges and major opportunities for companies who are striving for success.
Agent training shouldn’t stop as soon as the new-hire orientation and initial training period is complete. Contact center training is an ongoing evolutionary process. The goal of any contact center’s ongoing training program is to provide training for the skills necessary to perform the job, plus training for skills necessary to enhance ongoing performance.