AGENT ENGAGEMENT
ATTENTION , AGENTS ! HOW TO KEEP AGENTS ENGAGED DURING TRAINING . BY SANGEETA BHATNAGAR , SB GLOBAL
ILLUSTRATION PROVIDED BY ADOBE IMAGES
Here is a question I hear often : “ How do I keep new hires engaged to learn during training ?” In this article , I will touch on the engagement for both new hires and existing team members . It is a challenge ( see the Peter Drucker quote ) that almost every training team discusses . So , let ’ s discuss a few points to consider .
THREE KEY CHALLENGES
Although there are many , I will share three key challenges frontline agents face .
• Feeling isolated .
• Short attention spans . Unsure of how to stay engaged during training .
• Technology challenges .
Let ’ s go deeper into the first three points !
1 . Feeling isolated . Many agents , especially new hires , feel nervous about being totally on their own especially if they feel unsure about who to ask for help . In the remote world , the uncertainty can increase the feeling of isolation .
Here are several solutions industry leaders can implement .
• Daily team huddles and check-ins through online tools i . e ., Zoom , Webex , Microsoft Teams .
“ WE NOW ACCEPT THE FACT THAT LEARNING IS A LIFELONG PROCESS OF KEEPING ABREAST OF CHANGE . AND THE MOST PRESSING TASK IS TO TEACH PEOPLE HOW TO LEARN .”
-- PETER DRUCKER AUGUST 2024 29