Bridging the Knowledge Gap: Effective Methods for Teaching Call Center Concept
The call center industry's knack for turning knowledge into an enigma makes comprehension challenging. As WFM professionals, grasping concepts is insufficient; teaching them is essential. Without this ability, our WFM goals falter. At its core, WFM guides and advises businesses, necessitating buy-in from operators and leaders for success. Inability to convey concepts hampers rapport and trust.
Here are my top three go to tactics for teaching call center concepts.
1. Analogies: Relating technical concepts to everyday experiences eases comprehension. Streamlining queues, for instance:
Have you ever been in a grocery store, trying to choose which cashier's line to join? You consider various factors like the number of customers waiting, items in their carts, and the cashier's competence. You might wonder why you need to make this decision.
Now, imagine visiting a different grocery store where there's a single line for all customers. The next available cashier assists the person at the front of the line. This system eliminates the stress of choosing a cashier's line.
Similarly, a well-designed contact center limits client entry points. Clients are directed to the best-suited associate with the expertise to address their specific needs. Clients needn't worry about which department to contact—the contact center's technology handles these backend details. This results in a streamlined queue, enhancing efficiency.
2. Rhyming Words: Concepts rhyming can enhance recall. Examples via chat gpt:
Higher utilization, smoother sail's foundation. Lower's uphill trail, hindrance for aspiration.
Shrinkage less, a reason to cheer, Efficiency strong, the path is clear. Higher shrinkage, problems arise, Profits diminish, like a star in distant skies.
Abandoned rates climbing, a worrisome sight, Customers disheartened, like stars losing their light. Low abandoned rate, a success in the making, Satisfied users, like dawn gently breaking
😀K i had way too much fun with this one.
3. Hooks and Storytelling: Facts fade, hooks engage. After you hook the audience, use the following steps for effective storytelling:
- Character introduction
- Unmet goal
- Barrier
- Positive action
- Barrier's removal
- Goal achievement
Iterate for impact. Like a comedian refining jokes, try different approaches with diverse audiences.
Here is an example of hook I am working on:
Few triumph in sports betting, most fail. Thriving requires exceptional customer service via operational efficiencies. Unveil survival secrets in this article.
In essence, the proficiency to teach call center concepts is a cornerstone of successful WFM practice. By employing these strategies - analogies, rhyming words, and hooks/storytelling - we can dismantle the barriers of complexity, fortify our rapport, and ensure that the valuable knowledge we possess is effectively shared, embraced, and utilized. This transformative approach not only empowers us as educators but also elevates the entire call center ecosystem toward higher levels of understanding and achievement.