Increase social learning
An overwhelming
98% of companies
want to support the sharing of good practices and knowledge across teams
via in-house social networks or functionality. Social learning aids
training by making it a shared activity among contact center agents. Adaptive
technologies such as chat boxes, forums, and Slack can reinforce critical
learning concepts for agents while on the job. This is also key because
employees tend to be more successful when they work and learn in group
settings. This type of setting provides motivation, promotes team
camaraderie, and improves an agent’s ability to learn and perform.
