Insights|Is your Employee Training Pandemic-Proof?

Is your Employee Training Pandemic-Proof?

Every element of running a successful organization has been put under the spotlight as a result of the COVID-19 pandemic; and professional learning and development (L&D) is no exception.

    Share on
by Sitel Staff October 20, 2020 - 3 MIN READ

Businesses of all sizes, operating across all customer-facing verticals have had to rapidly adapt their existing curricula to meet the needs of an increasingly remote workforce – leveraging digital delivery methods to serve existing content or quickly developing new modules that are digital by default and that address issues from cyber security to time management and wellness that are coming to the forefront as employees transition off-site.

However, now that the initial challenges have been met, it’s time to double down on professional learning and development and reshape it for the medium-to-long term.

Remote Working is Part of the New Normal

Over recent months, organizations have started coming to the realization that remote working is going to be a significant part of the new normal. In recent weeks we’ve already seen the start of a second coronavirus wave across much of Western Europe, and with it government directives stating that all employees who can work from home are now required to do so by law.

Likewise, many of tech’s leading lights, from Twitter and Google to Microsoft, are now actively supporting long-term remote working opportunities for their associates. 

In doing so, these companies (and many more) are putting their employees’ health, safety and wellbeing at the top of their agendas. However, such actions raise even more questions about current approaches to learning and development as it currently exists and presents even more obstacles for those organizations attempting to successfully navigate towards a new tomorrow.

A New Approach to Management

Digital L&D solutions are growing in popularity every year, but COVID-19 has, for a number of organizations, highlighted that current training approaches favored on site workers or had been simply digitalized rather than rethought to serve those not based on site.

Yet, even with digital delivery and a tailored approach, forward-looking organizations should examine their organizational structure and processes. How do you re-skill and re-train hands-on managers to do their jobs at arms’ length? What’s the digital equivalent of a quick chat and a coffee or a simple catch up about performance?

Likewise, even with access to a best-practice multimedia curriculum, the McCall, Lombardo and Eichinger 70-20-10 learning model underlines the fact that the majority of professional learning and development is directly linked to being exposed to new professional situations and from seeing first-hand how more experienced co-workers perform a task. 

This need to recreate an on-the-job learning experience in a digital space could mean many organizations will have to undertake a root and branch examination of their existing processes, as well as any existing learning and development modules.

Now is the ideal time to rethink the entire concept of learning and development. In recent times there has been a tendency to squeeze training budgets as organizations zero in on the metrics that make sense in that moment.

Training for the Future

But as well as aptly demonstrating its added value throughout 2020 for transitioning workforces without tarnishing performance, learning and development is key to the future and a crucial element for those organizations that want to define, rather than be defined by the new normal.

How many roles have changed forever as a result of this year? How many new roles or positions will be needed in the future as a result of COVID-19 and its ongoing risks?

The COVID-19 pandemic forced organizations to rapidly alter their business as usual (BAU) practices to enable employees to work from home. The rapid shift has given employers an unprecedented opportunity to reimagine the way they work and create a new work experience that better meets the needs of their organization and their people. The organizations that thrive during the pandemic and beyond will be those that act quickly to reassess the needs of their workforce and equip them with the skills they need to be productive in a remote environment.

A Platform for Learning Performance

In order to meet the learning and development challenges of today while simultaneously preparing to succeed tomorrow, Sitel Group® created EXP+™ Empower, part of the group’s enterprise experience platform that harnesses award-winning learning and development solutions and combines them with thought leadership and best-practice to give companies the ability to play a part in defining this new normal.

Within the platform, you can gain a 360° of your current learning state and a full examination with Sitel® Learning Needs Analysis

Where our experts identify learning gaps by understanding and defining its training objectives.

This is followed by creating a robust proof of concept that can be data tested to ensure areas such as content, strategy and planning are genuinely aligned with employee needs and business goals.

Our extensive contact center and learning and development experience and proven methodology ensure our solutions deliver against your intended knowledge, skills and abilities (KSA) outcomes and key performance indicators (KPIs).

What’ more, Sitel Learning Needs Analysis can be leveraged to support the development and delivery of learning programs through your internal learning and development resources, and alternatively, Sitel Learning Delivery as a Managed Service can act as your learning delivery team.

Learn more about how Sitel Group®  can support your learning and development programs in a post-COVID-19 world.

written by Sitel Staff
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