The Call Center School. Keeping you on top of your game!

[fa icon="calendar"] June 16, 2015 / Philip Barron

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.

The questions we asked

As we hurried to the drawing board to rethink our students’ requirements in detail, we quickly arrived at two fundamental questions we needed to answer.

  • How can we develop and maintain a cycle of continuous learning and knowledge retention?
  • How can we support students and help them to keep their skills up-to-date in order to provide a first class experience to your customers?

After many team discussions, whiteboard and post-it note sessions, and many, many cups of coffee, we had a sudden light-bulb moment.

Refresher Training!

Wait, but why?

The real question is: “Why not?”

We all have very different lifestyles, personalities, and responsibilities, however we all have one thing in common. Life is a continuous learning curve.

It could be your best swing at the golf course, your ability to drive at ease in rush hour traffic, or your ability to resolve a heated customer dispute. Whatever you’re learning, the comfortable application of skills and knowledge degrades with time when not applied on a regular basis.

Encouraging continued, reacquainted learning through engagement can help boost student confidence and morale in an environment where daily tasks can quickly become repetitive and monotonous.

We understand just how difficult it can be to organize Refresher Training. It’s not uncommon for trainers to be busy with new hires and aren’t available to facilitate refresher classes. Even when trainers are available, some centers find it challenging to free up enough agents to make running a class worthwhile. And, when enough agents are available, how often do training sessions run late because you were waiting on a few of them to close interactions with customers?

With e-learning, Refresher Training becomes streamlined. It boosts your scheduling flexibility and enables you to respond easily to any sudden spikes in volume. What’s more, by using e-learning as a foundation for Refresher Content, students are provided with an engaging and accessible platform for recalling and reinforcing previously acquired skills and knowledge.

While we can’t offer you a comfortable hammock and weekly, one-to-one life coaching sessions, we can provide your students with the reassurance that their personal, professional development is as important to us as it is to you and your customers.

Riveting discussions are ongoing. Watch this space!

Topics: Contact Center Training, Product Updates

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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