Developing a business on the strong foundation of excellent customer support is among the most effective ways leaders can help ensure an organization’s success and longevity.
It’s a task often easier said than done, though. Especially given the immense pressure customer service agents are under to meet consumers’ rising expectations: and the eventual toll that pressure is bound to take on employees.
The immediacy of digital communications has changed consumer expectations, ushering in the possibility of faster service and personalized experiences.
But these higher expectations are a double-edged sword. On one side, businesses must prioritize innovative tactics that translate to brand loyalty. On the other, the unyielding requirement to consistently deliver only the highest-quality interactions can create a challenging work environment for customer experience (CX) teams.
Customers who have come to expect seamless and personalized interactions across all touchpoints want issues resolved quickly and efficiently in real time.
But steadily providing that level of high-caliber support while preventing staff burnout requires creative, innovative solutions that effectively prepare and train teams: without encroaching on the valuable time they could be dedicating to customers.
The Need To Re-Evaluate Training
Recognizing that a single negative customer service interaction can significantly impact customer satisfaction, brand loyalty, and overall business performance, organizations must reevaluate the training provided to CX teams.
Reassessments should consider the challenges of employees’ packed schedules and the relentless pace of workdays, which impact the effectiveness of learning and development (L&D) strategies. Selecting the right format is essential, as well-trained employees contribute to improved customer interactions and retention.
When adequately trained, employee confidence and performance increase, as 59% of employees report that training enhances their job performance. This sentiment is echoed by nearly six out of every 10 workers who believe that training facilitates better job execution; 51% assert that training boosts their confidence.
The immediacy of digital communications has changed consumer expectations...
Despite the evident need for continuous training, one of the biggest challenges in customer service is finding the time for it. The nature of the job is fast-paced, with agents often juggling multiple tasks simultaneously.
Yet traditional training programs can be time-consuming and may disrupt daily operations. These factors can make it difficult for employees to fully engage during learning sessions.
Enter Microlearning
This is where microlearning comes into play. Microlearning involves short, focused training sessions that can be completed in just a few minutes.
By breaking down complex subjects into bite-sized pieces, microlearning makes training more accessible and less overwhelming. It allows CX agents to fit training into their busy schedules without sacrificing productivity.
Microlearning can take on various forms, including videos, infographics, quizzes, and interactive modules. These formats are designed to be engaging, brief, and easy to digest, improving employees’ retention of information.
For instance, a five-minute video on handling difficult customers or a quick interactive quiz on company policies can provide valuable insights without taking up too much time.
Because of its abbreviated format, microlearning has faced assumptions in recent years that it oversimplifies complex topics. In reality, the approach is highly effective and covers a wide range of in-depth topics.
Microlearning is also particularly beneficial for just-in-time training, where employees need quick access to information to perform tasks effectively and minimize time away from their jobs. Best of all, it can speed up skill development while cutting training costs by up to 30%.
Exploring Priority Skills
One of the principal advantages of microlearning is its adaptability, allowing for customization to align with employers’ objectives for their CX teams as well as to individual employees’ specific growth needs.
Organizations that leverage microlearning can select and prioritize the skills they wish to develop in their customer service agents and subsequently tailor training sessions to those specific needs.
Moreover, microlearning’s scope can extend beyond technical skills or task-specific instruction. Essential soft skills, for example, are often neglected in CX training, though they are vital.
By breaking down complex subjects into bite-sized pieces, microlearning makes training more accessible and less overwhelming.
Emotional intelligence, active listening, and problem-solving are crucial for managing customer interactions with empathy and efficiency. Yet they don’t always receive sufficient attention.
The revenue impact of customer service training cannot be overstated. By focusing on skills that enhance CXs, such as time management and negotiation tactics, businesses can drive higher satisfaction, leading to increased sales and long-term loyalty.
In fact, improving the CX can increase sales revenue by 2-7% and profitability by 1-2%, while 72% of consumers will share a positive experience with six or more people, according to articles published in CXM and CustomerThink respectively. Strategic upskilling through microlearning can empower customer service teams to consistently deliver those types of noteworthy experiences without exception.
With rising customer service burnout rates and intensifying competition among businesses to attract and retain customers, training should not be viewed as a luxury. It’s a necessity for both employee growth and improved outcomes. Proper training can lead to less exhaustion, higher productivity and, ultimately, greater revenue generation.
A company’s capacity to adapt to evolving CX demands is contingent on having the best, most well-prepared team in place. In the end, prioritizing the L&D of those teams with microlearning will be the differentiating factor in the ability to stay competitive.