Solve Challenges & Improve CX for Work At Home Call Center Teams
Learn More
Learning & Development

Micro-Learning with Macro Results

Mohib Ali

Micro-learning is a holistic and modern approach to skill-based learning and training. This type of skills training takes the parts of a concept or an idea that are essential and teaches them in bite-sized bits. Micro-learning involves relatively small learning units and short-term learning activities.

"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."

Josh Bersin, CLO Article

These short bursts of content are available for learners to consume at their own convenience. The style of the information delivered can take many forms, but the main principle is that it’s short. The best examples of digital learning that delivers engaging behavior-based content with just the right amount of specificity and brevity, are Micro-learning and Nano-learning – short pieces of content (60 seconds to 5 minutes), often designed as entertaining videos with voice, graphics, music, etc., typically targeted to a single skill, and capable of being powered by platforms that track and curate history.

AmplifAI your DIY Learning Culture

Micro-learning is nothing new. But the integration and intelligent distribution of micro- and nano-learnings is. At AmplifAI, we integrate the DIY culture into the workplace. Our micro-learning bot monitors agent performance and distributes short micro-learning videos to those with low-performing metrics. In down time, agents can focus on the targeted, specific skills and best practice behaviors referenced in the micro-learnings, and immediately put them into action when they connect with their next customer.

Zig Ziglar said at a seminar more than two decades ago, "Your input determines your output".  That means, to get better engagement and performance outputs, despite all the increased complexities, we need to give our employees better, and different, inputs – make learning easy to access, with little effort required to build knowledge and skills, and available as part of their normal workflow.

The Sykes Experience

SYKES one of the worlds leaders in customer experience management implemente AmplifAI as a core component of their groundbreaking employee work platform in North America and offshore locations, with significant success. Coaching sessions have increased by over 50%, and employee speed to proficiency has increased in parallel. Moreover, employee engagement has risen in tandem, pointing to the importance of empowerment through self-driven performance measures.

"The results have been stellar. Employee engagement, efficiency, and coaching responsiveness are up by double digits."

Jim Farnsworth, SYKES

See how Sykes approached and executed successful micro-learning and coaching into their workplace.

The Arise Experience

Arise, a virtual BPO leveraged  micro-learnings to reduce the required new hire training time while increasing their speed to proficiency. These one-on-one enhancement sessions allowed new hires to work independently to master key skills and behaviors from their remote environment. When Arise partnered with AmplifAI, new agents were given a tailored approach to coaching based on personas of each contact agent resulting in reduced handle time from previous benchmarks and were able to increase solves per day. A core component of this improvement is through micro-learnings that are pushed to agents that match a persona. An example of a micro-learning that was extremely successful at Arise was Lowering Long Holds. AmplifAI measures the performance of the agent both before and after the micro-learning to ensure the time spent learning a skill is spent wisely.

"Arise has proven a successful AI driven process with AmplifAI for pushing relevant micro-learning content personalized to an agent’s need and one-on-one enhancement sessions for specific skills and behaviors.  A better speed to proficiency for a client is a key lever for Arise in exceeding client expectations."

Judith Rodriguez, Vice President Arise Virtual Solutions

Shift Learning

Access The Library

Based on in-depth research of best practices we've compiled a collection of sales, collections, soft skills and performance coaching micro- and nano-learnings that are available for you to watch anytime.

  • Sales
  • Collections
  • Soft Skills
  • Performance

Benefit
Result
💯
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

Summary

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!

call center coaching cta@0.5x

Connect with the authors:

Melissa Pollock Customer Success at AmplifAI

Jim Rembach President at CX Media

schedule demo CTA 2

Call Center Coaching

The Comprehensive Guide to Improving Agent Performance

Start Learning

Learning Library Preview

Sales
What Is Upselling?
Collections
Pre Call Preparation
Soft Skills
Vocal Confidence
Coaching
Preparing for Coaching

Stay Connected

Join the other leaders who receive our posts by email
Recommended Reading