Innovative Design:
Creates learning paths that align with your business goals.
Training should be engaging and geared toward client-specific outcomes. To that end, we employ flipped classrooms, gamification and micro- (or bite-size) learning to immerse agents in your operations and offerings. The more they know, the better they can serve your customers.
These strategies are proven to increase motivation, knowledge retention and drive performance. As such, agents become an extension of your brand.
Effective Delivery:
Ensures seamless implementation of training programs.
Precise performance is tied to continuous improvement and practice. Agent education is a combination of effective teaching and repeated practicing.
On client programs, we provide direct instruction, group practice and independent practice. The primary emphasis is on the doing. This allows agents to make mistakes, learn from them and build knowledge retention.
Educators address all types of learners—auditory, kinesthetic and visual—and continue to reinforce lessons to build muscle memory. This way, agents become more adept and well-versed in solving customer issues.
Tech Integration:
Leverages cutting-edge technology to enhance learning experiences.
Every agent learns differently whether it’s through high-tech or high-touch instruction. We use AI-enabled practices and customized educational techniques to improve the effectiveness and engagement of your training programs, in groups and one-on-one.
To be tech-savvy and customer-caring, efficiency is honed and empathy nurtured to identify with those served. The result: A perfect blend of artificial intelligence and intelligent agents.
Growth With Coaching:
Develops, fine-tunes learning for high performance right off.
Agent education is continual. Thirty days after initial agent training, educators use our Strategic Applied Learning Techniques (SALT) to increase motivation and performance. This enables us to achieve and surpass key performance indicators (KPIs) set by clients.
Also, senior agents assigned to client programs act as mentors to share their experience. This guidance complements our propriety agent community, the Vyne. There, agents bond as teams, communicate with peers, solve problems together and sharpen skills.
Accelerated, Hands-On Learning
AI-enabled teaching also accelerates learning by providing direct, real-time feedback. Simplified-and-speedier instruction benefits both trainers and agents.
Trainers spend less time teaching and more time guiding practice. Hands-on immersion in the lessons enables agents to progress faster and to retain knowledge better.
To achieve these results, educational techniques are employed, such as flip classroom, spaced repetition, peer learning/collaboration and micro-learning.
Ongoing Agent Development
The education doesn’t stop there, however. After initial training, instructors continue to assess and fill agent knowledge gaps for 30 days.
Working Solutions uses strategic applied learning techniques (SALT). They provide deeper engagement and ongoing coaching and education.
Think of them as a vitamin B12 shot for learning. The techniques encourage speed to proficiency, which is sought after by clients.
It is manifested through sustained service quality, achieved key performance indicators and measured in customer satisfaction. All of which add to a client’s reputation and the bottom line.
For any client, a CX workforce educated by our industry experts is smart business.
