content delivery

Tip 3: Design Content Delivery For Developing Contact Center Training

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.

See Tip 4 in Thursday’s blog.