Automated Microlearning with AI Coaching 

As the contact center industry workforce evolves, so must the training methods to keep pace with their emerging learning demands. In the digital age, new generations have developed shorter attention spans, largely influenced by the constant influx of information and rapid technological advancements. AI Coaching is addressing these concerns. 

With the world at their fingertips, Gen Z and Millennials have become accustomed to quick, short content that grabs their attention instantly. To adjust their profiles to a contact center training program, microlearning is proving to be the way for both seasoned professionals and the influx of younger generations entering the field. 

According to a survey conducted by PwC, just 6% of millennials place a high value on traditional classroom training. In that context, microlearning is all about delivering quick, focused, and personalized compact training modules that employees can conveniently access on different devices. This tailored approach aligns perfectly with the dynamic nature of contact centers. According to industry experts, microlearning is a natural fit for an environment where rapid-fire information exchange is the norm. 

A Deloitte study reveals that 63% of call centers are ramping up their training initiatives in the coming two years, highlighting a growing emphasis on skill enhancement and tool proficiency. This underscores the imperative for call centers to equip their teams with the ability to tackle intricate tasks with greater efficiency and speed, aligning with the principles of microlearning for rapid skill development. 

What is Microlearning? 

Microlearning is breaking down software process and the verbal or chat interactions into the several steps of a dialog, for example: Greeting, Identifying, Verifying, Discovery, Solution, etc. Each one of these moments and the optimum manner to handle them is scored in Quality Assessment platforms. What happens from there is where SymTrain picks up. SymTrain uses this concept of Microlearning by taking the moments of truth in an interaction which need addressing and sending Moments Syms to agents during idle time to deliver 10 – 30 seconds coachable moments which are automated role-plays with immediate automated assessment to drive incremental progress every day.  

The Benefits of Microlearning for Contact Centers 

Microlearning serves as a comprehensive training framework designed to shift the focus from the arduous process of extracting essential concepts and the connecting elements that bridge training to practical experience. Instead, it empowers organizations to seamlessly deliver actionable and readily applicable lessons directly into the hands of their agents, fostering a more efficient and effective learning process. 

This innovative method not only bolsters the onboarding process but also serves as an ongoing tool for reinforcing critical content introduced in initial training events. In the bustling world of contact centers, microlearning is proving to be the compass guiding agents toward success.  

In this environment, where agents often require rapid access to information and continuous skill development, microlearning offers several benefits: 

  • Agility: Microlearning modules are short and targeted, allowing agents to acquire knowledge and skills in bite-sized chunks. This agility aligns with the fast-paced nature of contact center work, where agents need to adapt quickly to customer inquiries and challenges. 
  • Engagement: With shorter content and interactive elements, microlearning keeps agents engaged and motivated. This is particularly important for younger generations like Gen Z and Millennials, who have shorter attention spans and prefer engaging, gamified learning experiences. 
  • Retention: Microlearning promotes better knowledge retention as it focuses on specific topics or skills. Agents can revisit modules as needed, reinforcing their learning and improving their long-term retention of information. 
  • Personalization: Microlearning can be tailored to each agent’s needs, addressing their individual knowledge gaps and areas for improvement. This personalized approach ensures that agents receive training that is relevant to their roles and skill levels. 
  • Performance Improvement: Microlearning can lead to faster skill acquisition and improved performance metrics, such as reduced handling times, increased first-call resolution rates, and higher customer satisfaction scores. 

Automated Microlearning with SymTrain 

The correlation between SymTrain’s methodology and microlearning represents a significant breakthrough for contact centers, offering the potential to enhance their key performance metrics in ways previously unattainable. 

SymTrain provides an interactive and captivating learning experience that resonates with the preferences of younger generations, such as Gen Z and Millennials. This innovative approach significantly improves their responsiveness and motivation during training, leading to more favorable and impactful learning outcomes. 

Furthermore, through targeted and automated microlearning simulations, SymTrain offers a dynamic platform capable of catering to the unique learning styles of new hires. By leveraging SymTrain, organizations can achieve remarkable results, such as reducing the time required for agents to reach proficiency by up to 50%. Additionally, this transformative approach can yield substantial cost savings, with the potential to save an average 5,000-seat operation up to $32,000 per day.  

SymTrain’s forward-thinking strategy not only caters to the learning preferences of the younger workforce but also drives tangible improvements in efficiency and cost-effectiveness within the contact center industry. 

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