The evolution of remote learning in healthcare call centers highlights a significant transformation in how training is conducted in the workplace. With the rise of e-learning and digital tools, organizations have adapted to meet the needs of remote employees, especially in the wake of the COVID-19 pandemic. This shift not only modernizes the training experience but also emphasizes the importance of engagement and effective resource management. This new approach requires collaboration across IT, learning and development, and operations teams to create processes and tools that support remote learning.
The Evolution of Remote Learning for Employees
Remote learning for work-from-home (WFH) agents is now an established norm. According to KPMG, 90% of corporations now utilize e-learning, a significant increase from just 4% in 1995. Initially, online learning was instructor-led but has since evolved into more interactive and engaging formats like video-based tutorials, micro-learning modules, and e-learning, which effectively support the WFH model. The shift to digital learning was accelerated by COVID-19, pushing contact centers to adopt new training strategies that align with remote work.
Modernizing Remote Employee Training
Pre-pandemic contact center training often relied on slide projectors, whiteboards, and printed handouts. Over time, the shift to PowerPoint presentations and graphic workbooks modernized the training process. Today, learning leaders are leveraging virtual training tools such as live chats, video instructions, and simulated learning environments that agents can easily access via the Internet.
However, the shift to remote learning is not without its challenges. According to LinkedIn, 68% of employees still prefer learning at the workplace. Trainers also recognize that some challenges of face-to-face training persist in the virtual environment. Despite this, many acknowledge that remote learning can be just as effective, if not better, than in-person sessions when executed well.
Effective Ways to Keep Remote Employees Engaged During Training
Virtual tools like online chats, replayable video modules, and breakout rooms create interactive and connected learning experiences.
Trainers can maintain a personal connection with learners through discussion boards, emails, phone or video calls, and one-on-one sessions, enhancing the overall learning experience.
Outsourcing learning resources specifically designed for contact center agents to ensure high-quality training delivery.
Outsourcing Training Options
Scheduling with Care is a comprehensive suite of best practices and tailored e-learning modules that equip scheduling agents with the skills to handle the unique challenges of healthcare environments.
Automated remote training solutions further support new agent development, ensuring that training is not just a one-time event but an ongoing journey that evolves with the needs of the business. Deliver continuous, engaging training experiences that equip agents with the knowledge and skills needed to thrive. By investing in each stage of the employee journey—from recruitment to training—you can create a supportive environment that enhances retention and drives performance.
To learn more about Scheduling with Care and how it can be tailored to your organization, click here for more information. https://www.vocconsultinggroup.com/schedulewithcare
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Originally posted February 17, 2021 on No Jitter: https://www.nojitter.com/employee-experience/performance-based-scheduling-expectations-impacts-outcomes
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