Contact Center Training Needs Technology and People

On-demand technology and video have

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vastly changed the way we seek answers to questions. In the past, learning a new skill often involved signing up for a class or a workshop led by an expert. We’d learn the skills in class and go home and practice them. Now, we seek out a project, watch a video and intrepidly follow it step by step.

Since the process of seeking answers in real life and in real time has changed outside the classroom, training has to change too. Otherwise, trainers risk being left in a room full of students searching for answers faster than they can present information.

Viewing technology as a tool to enable learning allows us to harness its power. In older training modules, CSRs might have been required to memorize pages and pages of content to be considered up to speed and ready for customer interaction.

Harnessing technology changes that need for memorization. Using an intranet, for example, frees CSRs from memorizing content in isolation. Instead, they simply have to know how and where to retrieve the information they need to help customers. CSRs can be ready to serve customers more quickly — and more accurately — than they could before.

http://www.clomedia.com/2017/05/15/contact-center-training-needs-technology-people/