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Presented by:

Carolyn Blunt

Carolyn Blunt

Ember Real Results Managing Director Click to
Steve Hurst

Steve Hurst

Engage Business Media Editorial Director Click to
06th March 2018


With any contact centre 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 – having an impact on customer service levels.

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 contact centre learning budgets.


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