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The first blog post in this series, “Revolutionizing Onboarding in Hybrid Work Environments,” discussed the difficulties companies encounter when welcoming support services remote and hybrid employees into the workplace due to the pandemic and highlighted the need for changes in the onboarding process.
Many organizations in today’s hybrid work settings also grapple with problems like keeping employees engaged, boosting productivity, and retaining talent. We believe that reimagining how and when team members receive training can effectively address these issues. In this article, we’ll share strategies that successful organizations employ to enhance training in a hybrid environment and support the transition back to the office for support services teams. This blog will cover:
- The Training Challenge in Hybrid Workplaces
- Support Services: Six Strategies for Effective Training in Remote and Hybrid Work Settings
The Training Challenge in Hybrid Workplaces
As we discussed in the onboarding process article, work training and developing support staff have been problematic in companies that operate in hybrid environments but have stuck to traditional learning methods.
Traditional training uses in-person activities like “Lunch and Learn” sessions, shadowing, and instructor-led training. These methods work best when people are physically present, and it’s easier to see how well someone is learning when you’re right there with them.
In the past, organizations also relied on team members helping each other and learning together in the office. But this natural collaboration doesn’t happen as easily in a hybrid setup.
Not everything that works well in person translates smoothly to online training. Keeping participants engaged and dealing with technical problems in support services can make online learning more challenging.
Support Services: Six Strategies for Effective Training in Remote and Hybrid Work Settings
1. Rethink How You Train
Traditional training with long formal sessions is costly and not consistently effective. Instead, you can:
- Leverage existing documents, such as knowledge-base articles, and offer short presentations.
- Combine self-learning with guided Q&A or hands-on practice for better engagement and efficiency.
- Summarize group discussions instead of recording sessions.
2. Plan for the Long Term
Rather than creating expensive custom training for new products or features, develop materials that can be used for onboarding and stay useful over time. Invest in long-lasting solutions, even if they’re initially required for immediate needs.
3. Avoid Training Too Early
Don’t rush to train the entire support team right when a new product is released. Start with a small group and expand gradually. This approach helps retain knowledge and prioritize essential information.
4. Identify Training Gaps
Analyze support data, including case swarms and escalations, to discover training gaps. Address these gaps through peer-to-peer learning, community involvement, or office hours with subject-matter experts.
5. Make Training an Office-Day Perk
To entice team members back to the office, offer in-person training sessions led by skilled facilitators. This is a meaningful perk, that rewards employees who return to the office.
6. Use Testing and Certification
Assess understanding through tests and assessments that go beyond memorization. Test for the application of knowledge, use a realistic open-book policy and set time limits. Ideally, administer tests in person for accurate assessments.
In conclusion, adapting to remote and hybrid work environments requires rethinking training methods. By leveraging existing resources, planning for the long term, timing training appropriately, leveraging data, using training as an in-office perk, and using testing and certification, we can create engaging and successful training experiences.
What strategies are you using to enhance hybrid work training? Stay tuned for the final installment in this three-part blog series as we collectively embrace the changing work landscape and chart a course for a more productive and inclusive workplace.
About the Author:
In 1998, Françoise Tourniaire founded FT Works, a consultancy firm that helps technology companies create and improve their customer success and support operations. Her expertise includes designing customer journey maps, process streamlining, support website design, customer skills training, and creating effective metrics and dashboards. She is the author of “The Art of Support,” the industry guide to running customer success and support organizations. She is a frequent contributor to industry conferences and publications and has been a TSIA partner for many years.