Tag: Best ways to learn online

15 Mar 2022
customer service training

What is the best method for customer service training: asynchronous or synchronous?  

The companies must focus so much on their services now because the competition is stiff. Customer service is an integral part of such services because the business is affected once they are not pleased.

Why can’t customer service training be asynchronous?

The customer service agents must know that the customers on calls might be irritated, but even then, they must be nice.

The customer service training for agents cannot be asynchronous because they have a lot of queries to be answered, so a trainer must be with them when they are reading the training stuff.

Of course, query solving sessions can be scheduled later, but the customer service agents might be busy with their jobs.


Here are the following situations when synchronous customer service training can help:

  1. Organize weekly webinars:

    Since the e-learning sessions of the customer service agents must be synchronous, weekly webinar sessions can be held on an LMS (Learning Management System) where the customer service agent team can be guided on how to proceed. For example, a trainer, industry experts and senior workers can explain the various situations in which the customer needs to be appeased. The customer service agents can be sent emails about such webinars to correspond and come up with some questions.

    The instructors can also hold such sessions once the agents have responded to the branching scenarios quizzes included in the LMS. Then, if the staff has chosen wrong answers, they can be shown the compiled results and the repercussions.

  2. Enlighten customer service agents:

    A company has so much at stake in an online call because the customers form the most critical impression about your company. Hence, the customer service agents cannot be slow, e.g., when a buyer needs a replacement product because he has received a defective product, the agent should know the product line. If he does not, the customer is not too pleased and may use the Cancel option to file a product return.

    Moreover, in case a customer is asking for a replacement, the customer service agent must also know whether the former still has enough time left for the eligible replacement since the purchase. Hence, a weekly quiz can also be posted on the LMS for customer service agents on how they respond to a particular situation.

    Such agents can also be given pop quizzes about which they have no prior knowledge.

  3. Show the demos of irritating customers:

    The instructors can show that the customer service task is done by preparing an act. They can ask someone else to play the confused customer. The whole act is entertaining if subtitles and background music are included. It is also helpful if the employees are given some resource links that they can consult after watching the video, including the act. Resource links to PDF documents on the LMS might prove tedious, so it is better that the customer service agents are shown infographics or comic strips for better retention. The instructors can use anecdotes during webinars, so that customer service agents learn from the latter’s experience.

    The videos containing the task-based acts can also be animated, where there can be varied kinds of customers portrayed. And these customers should be the types, the service agents do not know how to deal with, like chatty customers who want to talk even after the problem is solved, and the agent cannot disconnect the line. Other annoying customers hate every solution suggested to them because they are bossy. Such customers want to be treated exclusively, and hence it is best to connect them to a senior. Another set of irritating customers is those who file for product returns when the time limit is over.

    Also, dealing with new customers can be challenging because they need instructions on using a product. Although companies might have prepared onboarding product videos, they sometimes cannot understand.

  4. Dealing with new customers:

    The new customers require some guidance and heads-up because they are not acquainted with the product. They might ultimately discard your product in the trash can once the customer service agents don’t help them. So, the agents must have complete knowledge about the usage of the product to detect where a new customer might be going wrong. Once they don’t get the required help, such newbies shun your product, but not before badmouthing about it to everybody else.

    Although customer service employees might have all the resources, they must be given knowledge about compliance rules. For example, they must be aware of the company’s policies regarding returns and replacements so that none of them is violated because heavy fines are levied if they are.

In the end:

Apart from customer service training, it’s also essential to see that such staff are pleased with their work schedules because when they are burned out, they are not in their best moods to attend to customers. So instead of them working more, even on holidays, you get technology like chatbots that can answer routine questions. When the customer service agents work more in their jobs, they are likely to switch, costing you experienced resources.

30 Jun 2021
online learning

How are companies providing online learning?

Education has undergone a huge shift during the pandemic. One of the main reasons for it was the social distancing norms followed during this period, which prohibited the students from having an access to being physically present at the venue. Online learning is the new rule now with so many professionals turning to MOOCs for boosting their skills as the pandemic affected the required job skills also. Online learning got a boost because laid-off employees wanted to add to their skills to have a stronger resume. While online learning can be imparted to learners, there is the problem of how to give them credits i.e. Credentialing.

Credentialing is not a problem with MOOC’s because although the course is imparted through online learning; it is always imparted through a university that grants a certificate after the course finishes.

However, some MOOCs offer nano-degree programs which involve that the learner completes some projects before the certificate of completion is issued to him. Nano degree programs are preferred by working professionals these days because they don’t have time to attend regular courses. Also, on the other hand, nano-degree programs have the best placements because companies value the skills acquired by learners in these programs. Elearning companies in India prepare the content of such programs with specialized SME’s. The elearning companies provide the projects for such programs. The industry experts have helped in designing such projects and confirm whether they meet the competency standards required for a certain domain.

These programs have become crucial for companies because there has been a change to a digitalized workplace now and employees need new skills to adapt to such a transition. Companies today need to protect themselves from faulty software, cybersecurity attacks and data losses that can cause closure of business.

However, companies need to hire professionals who are skilled and can handle such problems with ease.

These programs also involve the LMS that makes sure that learners can access the course content and there are webcasts which the learners can watch in their spare time. Hospitals use such content to impart training to employees. Also, such programs are necessary to make sure employees get accreditation as per the compliance rules of this industry.

These online learning courses also consist of workforce assessments that, make sure that the learners are tested before they begin the course. When the results of such pre-assessments are yielded, learners get advice about which skill sets do they need further.

Since the elearning companies manage the execution of such courses, they provide a dashboard from which universities can check how many students have enrolled and how are they proceeding. If the university has a tie-up with a company, the latter can also check whether employees are registering for the course or not.

Companies should provide employees with such courses rather than hiring someone to replace them because advertising for such vacancies costs a lot. It’s also true that companies sometimes find it tough to get such talented individuals because they need higher salaries which are unaffordable. So, reskilling employees, is the practical way out. Companies need IT skills because they make sure work processes can be upgraded to suit customer’s and employee’s needs. But then the employees need to be trained to use such upgraded IT systems. Then, the ROI of the business can be increased due to the heightened speed of employees and better customer satisfaction rate.

06 Nov 2018

2 Player Jeopardy Game in SL360 #209

Hello Everyone,

Created a Jeopardy game for this weeks eLearning heroes challenge #209.

Just like any normal game—this game also has 2 modes:

  1. Single Player Mode: that allows a single player to accumulate the maximum $ amount by answering random questions correctly.
  2. Multi Player Mode: that allows two players to compete with each other and the player with maximum $ amount wins.

Once the player selects the game mode, he will be asked to enter the player(s) name(s) and “Start the Game” button will appear (as shown above).

Based on the mode selection, clicking “Start the Game” button will take the player to the next slide that contains Jeopardy board(s) with various $ amounts.

On selecting any $ amount, a layer pops up with 6 categories, out of which only two (General Knowledge and Inventors and their Inventions) are functional in this sample game.

Both the above categories are linked to their own separate question banks. Each question bank contain 30 questions which are being fetched randomly. These questions are storyline’s default multiple choice graded questions.

In order to increase the difficulty level, added a 15 second timer to each question. The player has to answer within the stipulated time.

In case of multi player mode, the players get a chance to select the $ amount and answer the questions turn by turn.

If the player answers the question correctly, a thumbs up sign pops up and later a tick mark appears on top right of the selected $ amount else a thumbs down sign pops up and later a cross mark appears.

NOTE: Everything in this sample game is developed in storyline itself using Shapes, Variables and Triggers, except the first page, it contains 2 web objects:

  • Jeopardy – Title animation
  • Progress bar.

 

Before you give it a try, check out the below video demo:

Link to Mobile Compatible (Html5) Output: http://bit.ly/2J9Pbrx

19 Jun 2018

Latest e-Learning Trends

The eLearning industry is always changing with the emerging trends and technologies. One can easily notice the thriving change in the learning and it is of no surprise that an eLearning has shifted towards much better ways and is no longer needs to be done 100% in person. Now the question arises is that, what’s next that leads to the rapid transformation in the process of learning. Read out to find some of the latest trends in eLearning.

 

  1. Microlearning: It is learning in small steps. The micro learning is also called as bit-sized learning, which is generally 3 to 5 minutes in length. This can be developed as videos, quizzes or the interactive info-graphics. This type of learning helps to provide necessary information and delivers the specific goals of the learner. So, for distracted learners, the micro-learning is highly beneficial.
  2. Social learning: As the name suggests, this type of learning helps the learner to share the knowledge with others. Social learning happens via social media platforms or during conferences. In this, the learner continues to learn during the discussions. It works as a collaborative work rather than a competitive one.
  3. Personalized learning: In this type of learning, learners are given pre-test and based on its result, they are assigned specific modules, questions and study materials. Each learner gets a specific time and space to go-throw the study material.
  4. Mobile learning: It is also called m-learning. In this, the users learn through smartphones, tablets or the wireless gaming. The best part of mobile learning is that it can be done anytime and at any place.
  5. Gamification: Most of the people often confuse gamification with games. But in actuality, it is a concept of applying game theory and mechanics in the context. Gamification uses different elements such as principles, theories, characters and the player journey. The main goal is to keep the learner engaging solve the challenges.

These were some of the emerging and the latest trends in eLearning. Pick up your favourite enjoy the best way of learning.

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He was a German psychologist who is known for discovering the forgetting curve. According to this curve, the biggest decline in memory happens within 20 minutes, and then 1 hour.