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Attending one of these upcoming
conferences? Let us know and we'll
schedule a time to talk.

Or, stop by our booth whenever you have time. We'd love to show you what EducationFolder can do.

May 21-24

ATD 2017 International Conference & Exposition

www.atdconferenc.org | Booth 2444

June 26-30

Call Center Week Conference & Expo

www.callcenterweek.com | Booth 608

Modernizing Contact Center Training

Training in the Contact Center is more difficult than most business training and its unique needs are often overlooked by the training professionals and organizations.  While it is adult education and many modern techniques can and should be used it has many constraints that make the environment more challenging, such as,

Integrated part of Performance Improvement

It is often overlooked that training is an integrated part of the performance improvement cycle.  Training should not be looked at as merely, New Hire, Refresher or New Product/Services training.  The materials and content developed should be viewed as assets that are used all through the lifecycle of driving an employee to peak performance.

Contact Center Training - On-Demand Knowledge

A key component to your overall training strategy is teaching your agents where to go when they need information.  We should never have an expectation that we are going to teach an agent everything they need to know, and they are going to remember it all.  An easy to use, searchable and complete Knowledge Base is a must in your overall training environment.  Think of your knowledge base as a part of our ongoing and continuous training effort.

Contact Center Training - Reporting

The most overlooked tool and often impossible to generate is the measurement of the training results.  The training staff exerts a large effort on training both new hire and refresher training but often times there is no accountability or measurement of the success of the training.

Automated Refresher & Retention Management

Refresher training sometimes referred to a “drip” training is an excellent way to not only deliver refresher information it is also an excellent way to measure the retention of the previously taught information.

Contact Center Training - Micro-Training

Micro Training is generally defined as a short eLearning training course that is focused on a singular topic. 

Contact Center Training - eQuizzes

I previously mentioned using eLearning as a way to construct and deliver quizzes, but I wanted to discuss the importance of quizzes at regular intervals during classroom training.  Quizzes are certainly used for measuring knowledge, but it is also a great teaching tool.  Multiple quizzes or “practice tests” engages the students and gives them a hands-on activity that helps them measure their own progress in the subject being taught.  Many instructors tend to stay away from quizzes because of the time required to grade the quiz, but by using eLearning, this task is automated.

Blended Classroom Learning

Reorganizing your classroom training to be more of a blended learning environment will not only relieve your training team it will produce better end results.   Do you really think any adult likes to sit in a room and listen to the same person talk for hours?  There are many dynamic and engaging speakers in the world but there are few of them in call center training departments.

Contact Center Modernization - E-Learning

Before I lose you and your eyes roll, let me say we are going to talk about real world, practical eLearning that works without costing a fortune.  We have all heard the estimates of $10,000 to $35,000 or more to construct eLearning courses.  We have heard about the expensive tools and professionals supposedly required to construct these courses.  What we are going to talk about is how you can use your current staff and affordable tools to construct material that will produce results.

Contact Center Management Training

Training in the Contact Center is more difficult than most business training and its unique needs are often overlooked by the training professionals and organizations.  While it is adult education and many modern techniques can and should be used it has many constraints that make the environment more challenging, such as,