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Customizing E-learning Content To Meet Your Call Center's Needs

Customizing E-learning Content To Meet Your Call Center's Needs

June 27, 2011
By Tracey E. Schelmetic, TMCnet Contributor

While many contact centers today benefit from using e-learning solutions to train and evaluate agents, too many of them rely on material created by other people. While you may not be in the business of – or an expert at – creating your own e-learning content, there are a number of reasons why you should consider doing so.


For starters, pre-built e-learning modules are unlikely to fit your business exactly. Only you know your workforce, your individual agents, your business, your products or services or your contact center's goals. By understanding these things, you can design e-learning content that exactly fits you and your contact center.

Sound difficult? It shouldn't be.

inContact's Mary Vivit recently presented a number of simple steps for companies to follow when creating their own e-learning content (http://blog.incontact.com/blog/mary-vivit/leveraging-elearning-improve-your-roi).

Step 1. Determine Your Purpose

Determine the purpose of your training by considering whether, for example, your goal is to create or change agent behaviors, prepare for a new system that is coming online, accommodate new or updated company policies or finding a better way of working with customers. From here, you can decide on the course you wish to create.

Step 2. Assessment

Decide how you plan to assess whether your employees understand and can demonstrate the new behaviors. After your employees have taken the course, how will you check whether they understand enough to apply the information on the job? inContact’s Content Author provides several assessment types, from true/false and multiple-choice questions to long-answer, open-ended questions.

Step 3. Determine Content Needed for Training

Consider the type of behaviors your employees need to have as you gather materials for activities. Are new customer service scripts available? If so, gather the scripts, and create scenarios based on past or expected calls. Do you need to train on a new process or procedure? Make sure you have the procedure documented so your course can walk users through the entire process. You should have overview information, too: people are more apt to change their behavior if they know why the change needs to happen. Make sure to include the “what’s in it for me” rationale, as well.

Step 4. Create Content, Build Course

Use a rapid development e-learning creation environment, such as Content Author, to storyboard, develop and deploy your course, says inContact. Organize your topics as you would create a presentation. When you work in Content Author, you’ll choose the template to use for each page.Writing your own text, using appropriately licensed clip-art and photographs, taking your own pictures, recording your own audio and video, and capturing your own screen animations are all ways of creating content without spending a lot of money.

Step 5. Deploy your course.

Your eLearning learning management system requires courses to be in SCORM (http://en.wikipedia.org/wiki/Sharable_Content_Object_Reference_Model) format. Use Content Author to download your course in a format perfect for adding to e-learning.

Step 6. Upload the new course to eLearning.

Finally, add the course to eLearning the same way as you would any other course. Preview the course, then you can start assigning it to your employees.

Sound easy? It is, writes Vivit. In no time, you will be creating and deploying your own e-learning content, customized for your business, your call center and your agents.

To read Vivit's full blog, visit http://blog.incontact.com/blog/mary-vivit/leveraging-elearning-improve-your-roi.


Tracey Schelmetic is a contributing editor for TMCnet. To read more of Tracey's articles, please visit her columnist page.

Edited by Chris DiMarco



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