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News : Working Solutions Advises Businesses to Rethink Training in a COVID-19 World

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#contactcenterworld, @WorkingSol

Working Solutions Advises Businesses to Rethink Training in a COVID-19 World

Get Workers Up and Running at Home

Working Solutions, a leader in on-demand contact center services, has educated 100,000s of remote workers over nearly 25 years. With the coronavirus, Tamara Schroer, a 20-year veteran in virtual education, offers five tips for businesses to teach their new remote workers. According to Schroer, vice president of education for the company: "In the end, companies that follow these tips can end up being more effective and productive, whatever happens, be it COVID-19 or something else."


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  • Don’t panic – The course material you use today is largely the same in the virtual classroom. You already have the expertise in hand. There is no need to research or reinvent. What’s required now is adjusting the way you teach it online, so recalibrate.

 

 

  • Scale down – Workers have limited attention spans, especially if it’s by-rote, check-the-box training. To adapt, break down lessons into digestible chunks. Make it bite-sized education, delivered via iPhones or iPads. Long-distance learning should be short and sweet for remote workers who have little patience or bandwidth.

 

 

  • Use gamification – Make lessons entertaining and interactive. Use games to engage your workers, such as Jeopardy!, Bingo and Menti, which delivers quick, online polls. They’re particularly enjoyable and effective. Emulate the world that workers know and love to educate them. You’ll compete better as a business by making lessons easier to learn and retain.

 

 

  • Break workers into small groups – No one likes lecture-hall classrooms. The same is true with online teaching. Small groups are more intimate and attentive. Have workers interact and identify with each other as lessons are taught. Structure the instruction to create teams and form bonds from afar.

 

 

  • Overcome the distance – With virtual teaching, there are a couple of obstacles right up front. You must bridge both the distance and the subject matter. For instance, you can’t look workers in the eyes and connect in person. You can, however, call out their names: "Hey Joe… Sally, does that make sense?" Being personal makes the lesson more real to them in real time, and hopefully, makes it stick, too.

 

As Schroer says: "Social distancing doesn’t need to disrupt the learning process for businesses."

She, instead, sees it as a way to streamline staid, maybe even outdated, training. Embrace it as a modernized way to better engage workers, spread out across thousands of miles in scattered locations.

Virtual education, in fact, can be a great unifier.

#contactcenterworld, @WorkingSol

 

 

 


About Working Solutions:
Company LogoWorking Solutions is a consultative business process outsourcer providing customer service, sales, support, and flexible business continuity. Tapping into a vast network of enthusiastic brand associates across the United States and Canada, our flexible business model enables us to provide customer service on several levels–from steady state for everyday business to ready state for unexpected events to future state for long-range projects.
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Today's Tip of the Day - Every Contact Counts

Read today's tip or listen to it on podcast.

Published: Friday, March 27, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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