Learning & Development

How Technology & Customer Experience Have Changed the Employee Learning Landscape

Melissa Pollock
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Call Center Weekly Featured Article


Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys. These advances also helped drive customers' expectations for more responsive, informed, and accessible services, and service representatives.   


Contact centers have worked hard to keep up with the pace of change in infrastructure, platforms, processes, and consumer demands, and frontline service representatives have been working hard too - but rigid adherence requirements and continuous task repetition combined with an increasing quantity of systems and screens to navigate, multiple communication channels to respond to and 'universal' skill-sets to apply, have made a routinely daunting endeavor all the more challenging, even for the most motivated of people. 


Associates working in these data-driven, tech-laden, experience-demanding contact center environments need resources that both engage, and add immediate value to their work. Josh Bersin described it perfectly last year in a CLO article - "The way people want to learn today can be described in one word: fast. We want entertaining videos that make a point quickly; and we want systems that let us find and consume content with the click of a button."  That's the essence of digital learning and is it's the new normal for employees' knowledge needs. 


Microlearning has become a prominent purveyor of digital learning - sporting short pieces of content (from a few to 5 minutes), often designed as entertaining videos with audio and animation, in some cases targeted to a specific bit of knowledge or single skill, and capable of being powered by platforms that curate users' history.


In his digital learning article earlier this year, Josh Bersin said of microlearning, "We can now produce content that immediately teaches what we need to know, that inserts itself at the time of need, and is so interesting that we remember it after only a few minutes." 


Two decades ago I heard Zig Ziglar say at a seminar, "Your input determines your output". To get better engagement and performance outputs, despite all the increased complexities, we need to give our employees different inputs - make it easy for them to effortlessly build knowledge and skills as part of their normal workflow, and empower them to take part in their own self-learning journeys.  It’s a worthy investment when we remind ourselves that in delivering Customer Experience, we really do get what we give.

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Improved Performance & Customer Experience
Month over month gains in Issue Resolution,
FCR and NPS;
Month over month reductions in Handle times,
ACW and Hold
Winning additional client headcount
30% improvement in sales conversion
Retaining talented people
8-point reduction in turnover
Improving financial performance
10% increase in utilization


The future of success in your contact center is contingent on how you impact performance in ways that are both immediate and sustainable. And it doesn’t matter whether your agents are on-site, at-home, full-time, part-time, or temporary – you must deliver on performance.

Coaching is one of the most significant tools we can use to deliver on the engagement and performance of our people – but we must develop our processes, our people and leadership skills, and our technology tools, in order to overthrow the pervasive challenges to achieving greater coaching effectiveness and supercharging contact center performance!

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Connect with the authors:

Melissa Pollock Customer Success at AmplifAI

Jim Rembach President at CX Media

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