In this week’s Tips & Tricks session our host, Jamie Leckband, showed us Navigational Syms. Navigational Syms are a powerful way to simplify training and boost confidence when working with tools and systems. Whether for onboarding new hires, assessing proficiency, or introducing updated processes, these focused simulations help users practice and retain skills at their own pace, ensuring consistent results across teams.
Key Takeaways
Purpose of Navigational-Only Syms: These simulations focus solely on tool navigation, helping users practice and develop proficiency in navigating back-office systems or software. They are ideal for assessing skill levels during hiring, onboarding, or training for new processes, especially for tools like Salesforce, Hubspot, or Excel.
Two Approaches to Navigational Syms:
With Audio: Includes directional instructions to guide users step-by-step.
Chat-based: Designed for environments without microphones, where instructions are provided as text, requiring users to read, type, and navigate.
Practical Applications: Navigational Syms are useful for:
Skill Assessment: Determine a user’s true proficiency with a tool by simulating tasks instead of relying on self-assessments.
Onboarding and New Hire Training: Address different tech-savviness levels, allowing agents to practice as many times as needed to reach the required competency.
Training for New Processes or System Updates: Help agents transition smoothly to new workflows or systems.
Customization and Repurposing: Existing syms can be easily adapted by cloning and removing unnecessary elements, such as audio or visual components, to create focused navigational-only experiences. These can be tailored for beginners, intermediate learners (with coaching tips), and advanced users (for testing proficiency).
Consistency Across Skill Levels: Navigational Syms enable consistent training outcomes, bridging the gap between different learning paces and confidence levels. This ensures all users achieve the same level of proficiency with tools or processes.
If you missed something or want to revisit the session, check out the full session video:
We focused on creating effective Chat Syms for different scenarios in training and how to increase the difficulty.
María Vives
Oct 16, 2024
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