With any training programme, we’re trying to influence how our people behave at work, whether that’s ‘soft skills’ where we want to change habits or ‘hard-training’ such as systems and process training. We often expect people to remember what they have learned after just one or two training sessions.
However, at least 50% of what you listen to today you will have forgotten by tomorrow. If we don’t follow up within two weeks, this figure may rise to 80%.
The challenge has always been the difficulty in measuring how much a training programme has impacted behaviour. Training should, in theory, improve performance – but in the case of inaccurate or inconsistent training, the trainee may actually perform worse.
Digital learning has the ability to assist learning retention by supporting follow-up. Digital learning tools guarantee the consistency of messages and enable learning at a self-directed pace. They can also create fun and healthy competition.
In this webinar, Carolyn Blunt will share some of the latest ideas and thinking for making the most out of your workplace learning budgets.
About Carolyn Blunt:
Carolyn Blunt is Managing Director of Ember Real Results, an organisation within the expert customer management consultancy Ember Group and that works with contact centres to improve performance through world-class training, coaching and learning.
For the past decade Carolyn and her team have become especially renowned for identifying opportunities to improve customer experience and sales whilst creating efficiencies. The pragmatic and interactive solutions deliver lasting real results.
Advocate clients include Bupa, Boots, Autoglass, IKEA, Halfords, Three and Co-op Insurance to name just a few.
Carolyn is co-author (with Martin Hill-Wilson) of the book ‘Delivering Effective Social Customer Service’ published by Wiley. As an industry writer and speaker Carolyn was voted Most Respected Person in the UK Contact Centre Industry 2012-2014 by readers of Call Centre Helper Magazine. Carolyn is an engaging and trusted speaker for ‘Customer Contact Expo’, ‘The Forum’ and ‘Call Centre Helper’.
About Steve Hurst:
Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.