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

Premium Content (Sponsored)

#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

 

 

 


Today's Tip of the Day - 5 Ways To Start Motivating Agents Today!

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

Published: Friday, March 27, 2020

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2020 Buyers Guide Consultancies

 
1.) 
Call Center Masters

Giving consulting services to call centers

2.) 
CC-CMM Certification Institute

CC-CMM Certification

3.) 
COPC

Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
PH: 1.407.304.9032

4.) 
CTCOMM

Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

5.) 
Customer Support Asia

Offshoring
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114

6.) 
CX Central

Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287

7.) 
Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
PH: +1-773-325-0608

8.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800

9.) 
Outsourcing Solutions Europe

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

10.) 
proceo.consulting

We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.

11.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
PH: 8663343739

12.) 
Triad Services

Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
PH: 514-738-2197
 

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