The Key to Agent Development Success is Delivering Video-based Training:
Ensure Easy Content Access
Content must be readily available, provided on whatever device the agent prefers, increases commitment to learning. Educators recommend that the ability to visually access, review, and digest small sub-components of a larger piece of information – with the appropriate context – results in the best retention.
Deliver Structured Development Programs
Ensure that agents are provided relevant content and curriculum, supporting their career progression, which enables them to learn at their own pace. This encourages and helps improve information assimilation and retention of what they’ve learned, improving agent productivity and overall customer satisfaction.
Apply Uniformly
Leveraging a consistent and repetitive approach using both visual and auditory prompts – either for onboarding or ongoing development for upskilling – further reinforces retention and improves real-world application of the new knowledge.