A Modern Approach to Contact Center
Training
Quick Quiz: Training Methodology
I recently purchased a 55 inch TV and wall mount, but
didn’t want to pay for installation.
• 10-page Instruction Manual with technical diagrams
or
• 7-minute video of the mounting process that can be
started and stopped
• Traditional training can be cumbersome
• Video is the dominant content medium
• In 2014, 35% of US bandwidth was Netflix1
• By 2019, 80% of all internet traffic will consist
of video2
• Utilizing short ‘nuggets’ of content reduces
training burden on you and the learner
Let’s take a look at an example of a videobased microlearning unit…
1. Williams, Owen. “Netflix Now Accounts for 35 Percent of US Internet Traffic”. The Next Web. 20 Nov 2014
2. Cisco. “Cisco Visual Networking Index: Forecast and Methodology 2014-2019” 15 May 2015
Professional
• Traditional training can be cumbersome
• Video is the dominant content medium
• In 2014, 35% of US bandwidth was Netflix1
• By 2019, 80% of all internet traffic will consist
of video2
• Utilizing short ‘nuggets’ of content reduces
training burden on you and the learner
• Video presents content in a format modern
learners prefer
1. Williams, Owen. “Netflix Now Accounts for 35 Percent of US Internet Traffic”. The Next Web. 20 Nov 2014
2. Cisco. “Cisco Visual Networking Index: Forecast and Methodology 2014-2019” 15 May 2015
• Tiny, targeted resources
• Each moment built around one
highly-focused learning unit
• The learner can access again and again
when needed
• One single thing is learned
• Over time, minor course corrections add
up
• Microlearning units are adaptable
• Units are personalized – where and
when you need it
• Recycle for multiple groups
Quizzes and Reporting
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•
•
•
Quizzes should be bite-sized
True/False and Multiple Choice are best suited
Instant check for understanding
Over many modules, trends can develop
People Want to Learn
• Only 38% of employees felt they had access to
effective learning at work3
• Average attention spans are now around 8 seconds4
• One-third of users abandon a web page within 5
seconds if they load too slowly5
If you want your learners to get better at their jobs every
day and feel excited and engaged with building successful
behaviors, Microlearning is the approach that works
3. Tauber, Todd, and Johnson, Dani. “Meet the Modern Learner” Infographic. Bersin by Deloitte. 26 Nov 2014
4. Egan, Timothy. “The Eight-Second Attention Span”. The New York Times. 22 Jan 2016
5. Weatherhead, Rob. “Say It Quick, Say It Well—the Attention Span of a Modern Internet Consumer”. 28 Feb 2014