Tuite emphasizes that microlearning is just one tool among many to improve customer service in contact centers. It can help agents quickly learn what's needed and focus more on improving important soft skills such as empathy, active listening, and building rapport. While it's just one piece of the puzzle, Tuite believes it is an increasingly important one in developing confident, top-performing agents.
Key takeaways:
- Microlearning is an effective method for improving knowledge retention, breaking down information into bite-sized pieces for easier understanding and application.
- Microlearning can improve agent performance in contact centers by delivering concise learning content for improved real-time customer interactions.
- Four key ways that microlearning can help develop confident, top-performing contact center agents include flexible learning, cost-effectiveness, targeted content, and engaging content.
- While microlearning is an important tool, it is only one of many tools to help contact centers improve customer service and create a better experience for agents and customers.