Training program developers must determine the educational techniques for content delivery that will best assist contact center Brand Specialists retain their newly acquired knowledge. Tip 3 touches briefly on a few considerations when choosing techniques. Yesterday’s Tip 2 discussed investing in content.
Tip 3: Design Content Delivery. Choosing varied techniques will help keep Brand Specialists attentive and reinforce knowledge as they are learning in the classroom. Assessments measure their success.
- Use assessments by technique (visual and auditory), such as role playing exercises, gamification and side-jacking.
- Use assessments to ensure comprehension and to determine if additional training/role playing is required.