At ThoughtBurst, we strongly believe in process-led training rather than training people purely in the use of a new IT system, since by understanding the processes, employees are better prepared and usually more willing to take on responsibility and ownership of issues when they understand the whole picture and business reasons for things being done in a particular way.
Training consists of five key components in the customer facing area:
The business objectives of a particular project, function or area are typically introduced first to gain an overall understanding of why the changes that training is teaching have been made. Process training builds upon the business objectives piece and is used to frame the remainder of the training, which supports the processes.
In the case of management solutions or processes, such as workforce management, sales management or campaign management, the customer interaction piece may be less relevant and not required. However, this is not the case for all management functions, since (for example) Quality Assurance training needs to measure the customer experience and sales compensation should take into account the customer experience and customer feedback.
There are a number of types of training delivery dependent on the audience and the approach that is desired:
Due to the significant cost savings over classroom training, it is perhaps not surprising that most organizations have leant more and more towards remote and self-service delivery methods. However, technology has advanced significantly since Computer based training (CBT) came on the scene, and using technologies such as Flash, video and others, it is now possible to deliver truly attractive and interactive content in a “self-service” manner that really engages the student.
In addition to media rich training, there has also been a move to provide virtual support from trainers via web chat to students while they undertake a self-paced CBT. There is also a move in some areas to staff some of this support from company experts (crowd-sourcing) who “live” the operations day-to-day and so can give details of real-life examples and best practices that instructors may not be aware of.
The C-SOAR™ method provides support for training. Outputs, techniques and approaches during the strategy and assessment (S&A) method component include:
During the analyze, design, develop and deploy (A3D) method component, outputs, techniques and approaches include:
The C-SOAR™ tool supports the method and enables our consultants to capture engagement specific information consistently and effectively.
ThoughtBurst can help you meet you business objectives by providing strong and effective training. We can help you:
Training strategy development
Training module and material development
We provide the above for the following service areas: