Insights|Agent Training Anytime, Anywhere, on Any Device (ATAWAD)

Agent Training Anytime, Anywhere, on Any Device (ATAWAD)

The ATAWAD concept – AnyTime, AnyWhere, on Any Device – isn’t a new age acronym. It is a movement organizations in every industry are implementing.

    Share on
contact center training atawad
by Sitel staff March 29, 2018 - 2 MIN READ

The ATAWAD concept – AnyTime, AnyWhere, on Any Device – isn’t a new age acronym or abbreviation that was just created yesterday. It is the ability to work from anywhere, anytime and on any device. Organizations spanning every industry have implemented some form of ATAWAD.

In recent years, 68 percent of job seekers, who are millennials, have said that an option to work remotely would greatly increase their interest in specific employers. And remote workers are often more engaged with colleagues and supervisors. As a business model, it has decreased real estate costs and overhead, and reduced attrition.

But the implications of ATAWAD go beyond remote employees and corporate savings; it can also impact an employee’s learning capabilities.

contact center training atawad

How ATAWAD Drives Continuous Training and Delivers Better Learning Outcomes

The power of mobile technologies, and the way today’s agents interact with such devices, have given rise to social learning and training outside the previous model of classroom training. We’ve broken down each aspect of ATAWAD to show you how each can impact your agent’s learning capabilities.

  1. ANYTIME: Digital and mobile technologies allows users to access training applications at the most convenient time during their work day, or after work hours. This gives the agent the freedom of choosing when to work on training programs and at their own pace. In recent studies, today’s agents – largely made up of Millennials – view the future of education as being more virtual. As such, they are more open to learning at their own pace and on their own time.
  2. ANYWHERE: Thanks to mobile devices and applications, trainings can happen in the work place, at home or anywhere you go. This is more prevalent when coupled with Massive Open Online Courses (MOOCs), which are online-based courses. This gives agents the freedom to access the training material from virtually anywhere. More than half of millennials surveyed say they don’t need a physical classroom. This makes “Anywhere” training a much more compelling offer in agent recruiting efforts.
  3. ANY DEVICE: Agents like the freedom of choosing which devices they use. With the advent of BYOD (Bring Your Own Device), web and cloud-based solutions are built on mobile-optimized platforms for all types of users. This means an organization’s training platform can be easily accessible no matter the device.

ATAWAD is an essential component of shortening the learning curve and driving new employees to the call center floor in a quicker timeframe. It is also one of Learning Tribe’s Top 10 Learning & Development Trends.

For additional information on ATAWAD and to explore the other Learning and Development Trends, download Learning Tribe’s infographic on 10 Learning Trends for 2018.

Recent posts

Outsourcing and the Future of Customer Experience Delivery

A new Sitel Group® whitepaper puts forward a bold new blueprint for the future of customer experience (CX) delivery and…

Read on

How to Increase Self-Service Success Rates

How can companies achieve self-service success? The answer lies in usability: a good user experience, powered by effective content, designed…

Read on

Why Successful Technology Companies Focus on Customer Effort

Monitoring and lowering the customer effort score is crucial to delivering the type of customer experience that leads to loyalty.

Read on

Connecting Your Brand Promise to Customer Experience

What is a brand promise, how do you write one and why is a pledge that an organization makes about…

Read on