ICMI's Customer Management Insight - January 2008 - (Page 37)

EXPERT’S ANGLE dents are quickly engaged in relevant job content and concepts, and the time-to-proficiency, or learning curve, is decreased dramatically. A curriculum using PBL captures the best practices of the company’s top-performing agents, so newhires are learning the skills and techniques that are already proven successful in the real production environment. The result is a workforce that is trained from inception to use the skills and techniques that were developed by the tenured staff. With the use of role-plays and real-world examples based on top call drivers, PBL can put productive agents on the floor sooner. TRAINING AS A WAY OF LIFE Unlike most traditional training, PBL follows the agents throughout their lifecycle with continued reinforcement and learning support. This can be done through traditional instructor-led training sessions — or, more cost-effectively — by using advanced delivery technologies that send e-learning modules and assessments to the agent desktop. These new technologies enable the organization to schedule learning sessions or target training sessions for the downtime between calls. This “point-of-need/time-of-need” strategy allows for continued learning and reinforcement with updated materials, information and processes while not interrupting the overall operation. PBL delivers real-world, reliable, effective training through a threepart performance enhancement strategy: 1. Enterprise performance is enhanced through the use of learning and performance programs based on current business drivers; M The Benefits of PBL Changing out a training environment is a serious commitment. Is the switch to performance-based learning (PBL) worth it? The following are key benefits of PBL: > ONGOING. Training will no longer be a one-time event but, rather, a regular part of every agent’s ongoing development and support. > CONSISTENT. The multiple delivery modalities used in this approach drive consistency across contact centers so that all trainees go through the same learning experience, no matter their location. > EFFECTIVE. Curricula are created using adult learning methodology and follow the cyclical ADDIE (Analyze, Design, Develop, Implement, Evaluate) process. > CURRENT. Training is tied to the top call types and key metrics of the operation, ensuring a direct link from training to the success of the operation. > RELEVANT. Real-world examples and practice are at the heart of PBL training. Agents will hit the floor with the confidence to handle the top call types right out of the gate. 2. Business unit performance is improved when learning content and activities are based on actual job practices and requirements; and 3. Individual performance is increased through learning experiences that provide hands-on, realistic practice that reflect the actual performance environment. THE NEXT STEP IN THE EVOLUTION OF TRAINING moves on. Preparing agents for this complex role requires a better approach to training. PBL can lead to improved operational performance, a happier and more confident workforce, and, ultimately, savings to the bottom line, objectives that all senior contact center management is under pressure to achieve. • The transition from the classroom to the real world of complex inquiries, multiple support systems, occasionally irate customers and complicated business metrics can be a rude awakening for a new agent. During the first weeks of training, the stage is being set for a long, mutually beneficial relationship between agent and employer, or conversely, for a quick stay before the agent is frustrated and JASON MITCHELL is Director of Global Training Support for Convergys Corporation. www.convergys.com icmi’s insight www.icmi.com | JANUARY 2008 37 http://www.convergys.com http://www.icmi.com

Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - January 2008

ICMI's Customer Management Insight - January 2008 Contents Customer Care Technologies Ad Index Editor's Page Contact Center Spotlight People: Prehire Tests In The Center Strategy: Video Contact Centers Show Preview Operations: Knowledge Management Industry Research Contact Centers Face Today's Realities: A Case for Consolidation 2.0 Is Your Agent Training Process Evolving with the Role? The Key to Innovation Is Maintaining Your Strengths Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role

ICMI's Customer Management Insight - January 2008

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