Customer Experience News & Trends

Help agents remember the most important training points: 2 tactics

Too much training overwhelms most people, but you can help everyone remember the most important points with this research.

A recent study in Science Daily confirmed what we all learned from those all-nighters before a big test: Cramming doesn’t help anyone remember anything long-term.

The better bet: People remember best when they get training in spaced intervals. Try this:

  1. Break down topics so no one is in training session longer than 45 minutes. Cover a little bit today (or this morning), a little bit tomorrow (or this afternoon), etc. Key: Briefly review what was already covered before starting the next session.
  2. Follow up. If it’s a small topic that can be fully covered in a short session, follow up with an email the next day, bullet-pointing the most important points.

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