COHORT-BASED LEARNING
BY SEAN SEGAL, ESCALATE
ILLUSTRATION PROVIDED BY ADOBE STOCK
WHY LEARNING TOGETHER IS BEST THE NEED FOR COHORT-BASED LEARNING.
Since the COVID-19 pandemic, employers, including their contact centers, have noticed significant shifts in the labor market.
• Unemployment has remained remarkably low.
• Hourly workers are getting harder to come by.
• Historic turnover rates, especially in frontline roles.
Despite these challenges, most companies still rely on transactional, onesize-fits-all training. Training that, to be honest, does the bare minimum. It’ s designed to get employees to a base level of performance and then stop. It’ s not built to inspire, retain, or grow talent.
That might have worked a decade ago. But it doesn’ t anymore.
Today’ s hourly workers- especially Generation Z- are clear about what they want: growth, advancement, and opportunity. They hear about AI and they want to keep up. They see peers gaining new skills and they want in.
And they’ re not willing to wait 12 months to start learning. That’ s why 76 % of hourly employees who leave, say, according to Harvard Business School research, they would have stayed if they just saw a path to advancement.
So how can companies meet this moment? How can they deliver training that actually improves retention and performance?
... TURNOVER ISN ' T JUST A STATISTIC. IT ' S EXPENSIVE. YET... MANY COMPANIES STILL TREAT TURNOVER AS A“ COST OF DOING BUSINESS.” THAT MINDSET MUST CHANGE.
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