Employee/Customer Onboarding, Training and Enablement

Zero Memorization Training Guide for Contact Centers

Jonathan DeVore - Jun 11, 2020 5:00:56 PM
If you are a trainer, manager, or director at a contact center, then this article is probably for you. If you have one of those roles and you need to decrease training time, improve training results, and eliminate agent mistakes then this article is definitely for you.
 
The videos in this article will introduce you to Zero Memorization Training and help you see exactly how you can apply it to your contact center.
 

Video #1: What is Zero Memorization Training?

The video below will give you a quick introduction to Zero Memorization Training and what results you can achieve (hint: decrease your "Time To Proficiency" for new agents by at least 50%).

 

Bonus item: Take this free self-assessment to see how you could improve training using the Zero Memorization method.

Dig deeper: Read the full post on "What is Zero Memorization Training?"

Video #2: What does Zero Memorization Training look like?

If you have never participated in a Zero Memorization Training session, it can be a little hard to imagine. The video below will let you see an example of what Zero Memorization Training feels like both for the instructor and the agent.

 

Bonus Item:  Download this checklist so you can be prepared to run your next Zero Memorization Training.

Dig deeper: Read the full post on "What does Zero Memorization Training look like?"

Video #3: What does a Zero Memorization Knowledge Base look like?

If you are going to implement Zero Memorization Training and achieve the results you want, you can't use just any knowledge base. This next video will show you what your knowledge base will need to be able to do if you are going to successfully implement Zero Memorization Training.

 

Bonus Item:  Download this self-audit to see whether your knowledge base is ready to implement Zero Memorization Training.

Dig deeper: Read the full post on "What does a Zero Memorization Knowledge Base look like?"

Video #4 - An example of an Interactive Conversation Flow

One of the keys to Zero Memorization Training is helping your agents know exactly what to say, ask, and do - without having to memorize anything. Interactive Conversation Flows help you do just that. 

The video below covers some information already mentioned in the previous videos, but if you jump to the 2:00 mark you can see an example of what an Interactive Conversation Flow looks like.

New Training Strategy
 

Want to learn more?

If you would like to learn more about how to decrease training time, improve results, and eliminate agents mistakes, then schedule a time to talk

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Topics: Call-Center

Jonathan DeVore

Jonathan DeVore

Customer Success

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