CBT Computer Training |
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CBT computer training |
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CBT Computer TrainingCall center agent training can take many forms. Reps can be trained in a classroom setting, by observing other reps on the call center floor, or by listening to calls from a remote location to name a few. An increasingly more prevalent form of training is Computer Based Training (CBT). This type of call center training, aims at maximizing the effectiveness of the training experience by providing a standardized curriculum that is delivered in the exact same way for every agent. It also provides self training capabilities for "do it yourself" types, and allows major flexibility in terms of scheduling classes. CBT is a good idea overall, but it is not the panacea that some people may expect it to be. Training in itself is more of an art form than a science. Training professionals will tell you that every individual has a very specific way of learning, although these characteristics can be generalized into major categories for simplicity's sake. Not taking such nuances into consideration when selecting a training methodology can be a true waste of time and money for organizations. CBTs are usually most effective when used in conjunction with more traditional forms of training. Having a trainer lead a CBT session, so he/she can answer questions and help those who are less comfortable or familiar with the system is of great help. If you don't think that this would be useful, consider the last time you tried to find the answer to a question by looking at the "help" function in a computer application. Surely, you found the answer, but how long did it take you? What if the question was "How do I use the help function".
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REFERENCE: CARTOON # 5 |
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