What is the Future of Contact Center Training?

Posted by Nikita Marwaha on Aug 31, 2018 11:59:00 PM
Nikita Marwaha
Find me on:

Why bite-sized learning is a win-win for the contact center and agent

Fruit Free

The modern contact center workforce craves real-time, personalized, easily digestible bite-sized learning, delivered at the right time and in the right way.

Bite-sized learning (also known as micro-learning) is the practice of delivering training in smaller, more bite-sized portions. This makes information easily digestible and easy to learn without committing to long periods of training time. As a result, the transfer of learning is 17 percent more efficient and creates 50 percent more engagement (The Journal of Applied Psychology).


Below are three reasons why adopting personalized, real-time, bite-sized learning is a win-win for both the contact center and agent:

1. The human attention span has fallen from twelve seconds to eight seconds

“The true scarce commodity of the near future will be human attention.” Satya Nadella, the CEO of Microsoft said. According to a Microsoft study, the human attention span has fallen from twelve seconds to eight seconds. That means we tend to lose concentration after eight seconds. In comparison, the average attention span of a goldfish is nine seconds.

Fortunately, for contact centers, technology can automatically detect areas of improvement on a call and deliver 1-3 personalized, bite-sized, easily digestible training tips and tricks. This way, agents don’t have to clutter their memories with irrelevant information - improving both retention and productivity.


2. Learning in stretches of 3-7 minutes is in tune with the way that the human brain works 

The human brain is wired to learn better when it receives information in short snippets that are well spaced out. Real-time, bite-sized learning is well-suited to this. As well as being small in size, it’s simply much faster. Plus, employees spend less time in training and more time applying knowledge.

Bite-sized, continuous training in every call allows for insights to be garnered and best practices to be quickly understood and applied – it’s sustainable learning that sticks.

3. It helps to have fun when learning!

Learner disengagement and boredom are significant problems with traditional learning methods. According to a study, 94% of learning and development professionals said that they prefer microlearning to traditional, time-consuming training.

i2x exists to create personalized, easily digestible, contextualized bite-sized learning that employees crave -- delivered at the right place, the right time and in the right way. It is the ultimate tool to fight the forgetting-curve without compromising employee productivity.

Get in touch with i2x if you are interested in finding out how to bring tech-savvy bite-sized learning to your organization 



Tags: Sales, Contact Center, Training, Call Center, Contact Center Manager, Agents, Contact Center Analytics, Coaching, Transcribing, Microlearning, Learning, Speech Analytics, ai customer service, voip call center, call center coaching, conversation analysis, ai sales, customer service automation, Call Center Analytics, Call Center metrics best practices

The i2x Blog
Welcome to the future, it's good.
At i2x, we are determined to change the world one conversation at a time. If you are too, let’s talk!
We will be sharing more on AI and intelligent conversations on this blog, as well as phone call tips, insights into what it takes to build a smart communication tool and our brilliant team. If you want to read more about AI and our conversation, feel free to subscribe to our newsletter or join our waiting list if you want to be among the first to use the product.


Recent Posts