In this week’s Tips & Tricks sessions, our host Jamie Leckband shared 10 tips for creating a better Sym and enhancing training. These tips from Jamie will make your Syms more engaging, practical, and aligned with real-world scenarios. By implementing these strategies, learners can improve their performance faster, become more self-reliant, and retain knowledge more effectively.
Key Takeaways
- Break it Down: Break down complex conversations or processes into smaller parts. Shorter, focused Syms allow for more repetition, which helps learners master specific areas or steps much faster.
- Make it Fun: Use humor, “Easter Eggs,” and friendly competition to make learning more engaging. This not only makes the material more memorable but encourages faster adoption.
- Explain Why: Clearly explaining why a process is important improves adherence. Both new and tenured agents need to understand the reasons behind each step to avoid making mistakes. Use coaching tips for this!
- Branch it: Use random branching in Syms to simulate different conversation outcomes. This variety helps learners handle multiple scenarios and reduces anxiety in real-world interactions.
- Involve the Users: Let the users guide the creation of Syms by asking for their input on processes they struggle with. This increases engagement and ensures the content always stays relevant, taking into account the agents' opinions and performances.
- Use Strategic Alternative Words: Teach flexibility in language where appropriate while emphasizing strict adherence to compliance scripts when necessary. This helps learners become more conversational while maintaining compliance. For example, using the words "help" and "assist" synonymously.
- Make it Conversational: Incorporate realistic small talk and a balance of urgency and relatability. This helps agents develop stronger customer relationships without losing focus.
If you want to learn the rest or our 10 tips for creating a better Sym , missed something, or want to revisit the session, check out the full session video: