Right now, when you Google in-line training you get more than one billion search results for fitness training to help you master roller skating and Pilates basics.
In the contact center space, there isn’t much information about in-line training. Much of the industry is still bogged down by traditional, time-sucking training methods. We think if more people know what in-line training is, more people will see how impactful and important it is. For that reason, we’re continuing our Definition Series of re-introducing and defining industry terms in 400 words or less for the busy manager. Today, we’re defining in-line training in contact centers:
What is In-Line Training?
In-Line Training is contextual feedback and micro-learning lessons managers deliver to customer service agents in their queue.
When contact center managers review customer interactions and call transcriptions, you can leave comments and feedback alongside the interactions. You don’t have to separate the feedback and share it in countless other Word documents and Excel spreadsheets. You pair the feedback with the interaction it belongs to, so agents have more context for the notes and comments you share with them.
In-line training makes learning a part of the omni-channel workflow. Learning is flexible and shaped around peak queue traffic. Agents can review training when they have downtime. And, they don’t have to leave their workstations to get the feedback they need. This kind of training lets you present learning opportunities to your agents without shutting down operations or stealing your time.
Feedback happens in-the-moment with automation on a personalized level. So, you can expand the 7 percent of time you have available to coach your agents each week. And, that personalized automation finds coaching moments for you, so you slice the time you spend searching for interactions needing attention. Plus, when you leave feedback in-line with interaction recordings and transcriptions, agents can reply to feedback and start a conversation in-line, too. They can ask for clarity on certain points or ask additional questions to improve their technique. The contextual nature of in-line training makes coaching opportunities quick and convenient for review.
It’s the perfect combination of impact and efficiency for you and your agents.