A recent CCNG panel webinar, Why Performance-Based Training Requires Automation, featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training. 2020 changed where and how we work, and especially how we learn to work. This challenge required contact center leaders to innovate and incorporate technology. The initial problem with the shift to work from home was getting people at home with the necessary infrastructure. The next issue was the gap in being able to offer practice opportunities as it is difficult to learn-by-doing in a virtual environment. Even pre-Covid, the panelists expressed there was a need for more practice and more consistent feedback to employees.
The panel discussed the impact simulation has on employee engagement, speed of learning, and retention. With turnover in the first 30 days as high as it has ever been, simulations are important by providing new hires confidence they can do well when they get on the phone. Furthermore, they like working in a simulated, self-paced environment where they aren’t afraid of making mistakes and without the anxiety of someone looking over their shoulder. Ownership in their development is empowering. In response to an audience question, one of the panelist’s reported over 85% of users had very favorable responses while less than 5% had a negative view. There was gratitude for having the opportunity to practice. Managers appreciate the data that allows them to provide targeted feedback and coaching with the ability to isolate those that need help while spending less time assessing progress.
All these positive indicators mean nothing if it doesn’t translate to meaningful results. With over 20,000 simulations consumed, the contact center executive reported a direct correlation between performance on the simulations and performance on the job. Overall, simulations are now becoming important in the “normal” set of tools that are deployed to provide a good experience for customers.
With the increased demands thrust upon contact center organizations, SymTrain in conjunction with CCNG sponsored a survey among just under 100 learning and development leaders and how they reacted to these demands. The survey led to this white paper on the 5 Reasons Performance-Based Training in Contact Centers Requires Automation. The paper articulates why if you aren’t doing it now, you will need to implement a new approach to performance-based learning soon.
Dan McCann is CEO and Chief Learning Officer at SymTrain – a CCNG Member.
