When I raised this subject with some of my contact centre management colleagues and clients I was surprised at the depth of feeling there was. Both positive and negative.
It seems that when e-learning was but a twinkle in the eye of many, a number of “e-learning companies” tried to get ahead of the game and essentially just developed an online PowerPoint display, loaded it and called it e-learning. People got sucked into paying too much for what they got and that has left a sour taste in their mouth.
When e-learning is developed properly, utilising an interactive style and using adult learning methodologies it can be extremely useful. I don’t want to go into all the potential applications for e-learning use, but what has surprised me is the lack of use e-learning is getting within contact centres.
While I agree that there needs to be a mixture of learning methods including one on one, classroom and independent, it seems to me that e-learning has a place in contact centre training. It is perfect for self-paced learning and gives an agent the ability to log on during quieter times to brush up on their soft skills.
CallCentre people has researched what contact centres want from e-learning and partnered with The Learning Wave, a specialist training company and Litmos, an online learning management system, to develop a series of modules designed for contact centres with material sourced specifically for contact centre staff. The examples used are all relevant to contact centres so this training is ideal for an existing contact centre agent to brush up on their soft skills or for someone wanting to gain employment in a contact centre role and gain the necessary skills to ensure they stand out in a crowd.
Why not check out the first two modules at http://www.callcentrepeople.co.nz/ or go directly to the course description:
Module 1 - Dealing with difficult customers
http://callcentrepeople.litmos.com/register.aspx?c=xb4tjaJdHEo_
Module 2 - Tone of Voice is key to your success
http://callcentrepeople.litmos.com/register.aspx?c=EGHUFuUZdMA_
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Hi Kim-Marie,
ReplyDeleteI have to agree with your comments, there are very few organisations with training backgrounds that develop E-Learning so we end up with non interactive PowerPoint or Word documents.
After developing and running E-Learning programs for five years now the feedback is always around how interactive and fun the learning was.
If organisations are going to expect their staff to use these systems and retain the information then they have to realise it must enagage the learner.
Craig McFadyen
Rapid Results