Getting the WFM folks into the classroom

From a workforce management and operations perspective, it’s a great idea to get WFM (Work Force Management) folks into the classroom to sell employees on adherence and give practical tips on hitting KPIs. To build enthusiasm and make top performance an achievable goal, bring top-performing employees into the room to share their energy, passion and secrets for being the best in the business

Lunch and learn

Start lunchtime learning sessions where staff can elect to deliver a session on their topic of choice. Even if the topic isn’t work-specific, you’re giving staff the opportunity to see a different side of their colleagues, and the person delivering the session is able to share their energy and enthusiasm for something they’re passionate about. Great for upping the energy levels. Great for engaging staff.

Training doesn’t always have to happen in the classroom

Training needs to relate to the job at hand, so why move people away from the place they’ll be working in? If possible, incorporate relevant training into the working day, into the tasks and activities agents have to complete whilst dealing with customers. Online training tools can also be incorporated, freeing people from the classroom and indeed the training centre and allowing training to take place on a genuinely ‘as needed’ basis.