Maximize Learning with Customer Service Training

At Lessonly, we’ve helped hundreds of teams across the globe learn, practice, and Do Better Work. Over and over again, we found that the best teams examine their customer service training efforts through six key phases: Assess, Plan, Build, Learn, Practice, and Perform.

High-performing teams push training content to their reps—anytime, anywhere—so they can quickly solve problems in the moment of need. Lessonly’s CEO, Max Yoder, and Josh Streets, Senior Leader of Contact Center Operations at U.S. Cellular joined Execs in the Know to share insights about how they learn and iterate during this process. Check out the transcript below for the Learn segment of this six-part series.


Max: So now that we’re through the assessing, planning, and building stages, this is when we really start the learning process. We’ve built our training content. We have our instructor-led sessions teed up. Now we’re going to learn things very quickly. We really recommend that if you’re able to, you should get learning out to 5% of the intended population as you go. This allows you to adapt and accommodate to any feedback before you launch it to everybody. But, if that’s not possible, don’t be shy about launching the training content to everybody, then monitoring feedback and quickly adjusting based on feedback.

You don’t want to have a knee-jerk reaction about it. If a learner tells you that they’re going to use your guidance in a specific way after they take the training, you can go back into the content and quickly review that feedback.

As you launch training, let’s say there are going to be 6,000 people going through it, only a small fraction of them are going to go through it in the first hour or so. And, even a smaller fraction in the first day. So, you have time to update content if you need to. Don’t feel like you’ve cast the training in bronze so you can’t keep molding the clay. You can keep molding the clay, and you should keep molding the clay of these lessons as you learn.

We put time delays in training content. Josh, I’d love to hear if you’re using wait steps and how you’re using them. When we think about time delays, what it means is we’re sending a lesson out and we’re maybe saying, “48 hours later, trigger the next lesson,” so that we can have a cadence of learning that is delivered to you but not every part of it comes all at once.

The time delay between that first lesson and second lesson, that 48-hour time block, can really help people lock in learnings. It forces reps to retrieve information that they learned 48 hours ago. That delay in time also means that they’re going to have to try harder to retrieve the information and in that process, they’re going to take the learning from short-term, to mid-term, to long-term memory.

The more you delay, by 48 hours to 72 hours and ask people to put things back into their own words that they learned a couple days ago, the more likely it is that you’re going to lock in learnings. So at this point, Josh, I’ll pause and I’d love to hear how you think about the learning step and if I missed anything.

Josh: Sure, yeah. We’re big fans of the iterative communication process or learning process. It’s really beneficial to circle back and check for understanding, awareness, and absorption.

For me, one of the biggest game-changers and one of my favorite moments in working with Lessonly was the custom creation of the reporting and the automation. When our leaders can get an email that highlights how training is going, it really helps us understand how the entire organization is responding to the learning.

Instead of just assuming the knowledge was absorbed or hoping the content is helpful, we now have facts.

I tend to rely on facts a lot more than anecdotal information. But, we all know that hope isn’t a solid plan and we don’t have that anymore. So, we look at the data quite heavily in the content creation, and then during reiteration. Then we continue to learn about all the different things that are becoming available or will be available to continue down that path.

Max: You nailed it on iteration, it’s continuous—you have to keep coming back to it. When it comes to the reporting that you mentioned, that is such an important point. When we go back as this loops around, we know we’re going to go through learn, and then next we’re going to go through practice, and then we’re going to go to perform—then we’re going to get back to assess.

And as you’re sharing that kind of the data, you’re getting back post-performance. It’s a very potent motivator for the rest of the managers to keep taking your training program seriously. If they see that you’re enabling other people in a way that makes them better—and they can see that in the form of data—they’re a lot more likely to believe it.

Maximize learning impact with Lessonly

Best-in-class companies, like U.S. Cellular, use Lessonly to create the most effective learning programs. Meet customer service reps where they are with engaging and relevant content that answers their questions—so they can spend more time delivering superior support. Check back next week to read the fifth part of the series, Practice, or watch a demo of Lessonly today.

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