In a busy contact centre, trainees need to update their product knowledge constantly using online training. Recently a large client asked them to field overflow calls during a new upgrade roll-out, on a public holiday weekend, with less than 3 days notice! Telnet had to get the word out fast to their trainees and with shift working staff, it’s not easy. Instead of building a text-based course, they decided to set up a mock newsroom, film a quick, entertaining announcement about the last minute workload change, and upload it in to Litmos. Start to finish it took them 30 minutes and they had their video in front of their trainees.
Videos work quickly to actively engage, educate and entertain trainees, especially if they are Gen Y’ers.