Bellevue, WA (PRWEB) June 03, 2014
A global technology company reached out to us because it needed help training customer service agents in product use, applications, and troubleshooting. Here’s how we did it.
THE SITUATION: Training That Lacks Inspiration
In order for customer service agents to be successful, they need to have a thorough understanding of the products and services they support. However, typical technical training is dry and full of technical jargon, making it a challenge for agents to connect with the content. Therefore, the main goals of this project were:
- Establish a training program to quickly get agents up to speed with the products.
- Engage agents in the training, so they’ll be motivated to complete it.
- Enable agents to become self-sufficient.
- Create a long-term resource for the agents.
THE NEED: Putting a New Spin on an Old Need
A successful training program in a highly technical field must be able to transcend the technical aspects and connect with the learner on a personal level. Training that isn’t relevant is less likely to be remembered—and even less likely to be applied. Knowing this, we commenced work on a training program that was enjoyable and effective.
THE CHALLENGE: Making Technical Information Personal
As we began the process, Entirenet made sure to include specific client requirements for the training, such as:
- The training should tell a story.
- It should be interactive, fun, and engaging.
- Agents need to be able to use it at their own pace.
- It should be personal and human.
- It should be visually appealing.
- It should have an international feel.
THE SOLUTION: Training Through Storytelling
The solution that Entirenet developed engages the learner with real-world uses and applications of the client’s products and services. Entirenet created a persona whose story is told through a series of day-in-the-life situations in which the character integrates the client’s products. Through games, quizzes, and high-impact scenarios, learners are guided down a linear learning path toward enhancing retention, understanding how the products and services are used in real-world applications, and learning how to find additional resources and support on their own.
Since implementing the training, Entirenet has received extremely positive feedback from the client as well as the customer service agents.
Integration of the client’s products and services through storytelling has created a sense of realism for the agents. Hands-on activities promote agent self-sufficiency and a better understanding of how to find additional support resources. Additionally, the training program continues to serve as a long-term source of information for the agents.
Because we took the time to make the training program personal and engaging, agents were motivated to become involved in their own learning, which helped them be more successful in their career and within the company.
Do you have a training challenge that needs a little extra creative juice? Give us a call, and discover what we can do for you!