How do you keep your customer service trainees engaged in remote or hybrid settings?

One of the most effective tools I use is video. I like to find video clips, preferably from a movie or tv show, that addresses or demonstrates the topic or behavior we are highlighting. It helps the training session remain interesting. It often adds another layer of interactivity when participants also respond with "oh, I love that show..." and share a personal insight. It also changes the pace from a formal training session to more entertaining content. Games and quizzes can also be fun and engaging with tools like Kahoot! Especially when it is competitive and for fun, not simply as a graded knowledge check.

Create interactive training modules with quizzes, simulations, and scenario-based learning. This keeps trainees actively engaged and allows them to apply their knowledge in real-world situations.

During any interaction, utilize platforms that support interactive learning, such as virtual classrooms with breakout rooms, polls, quizzes, and gamified elements.

Be clear about the schedule and chop it up into smaller pieces. If you say "for the next 10 minutes or so, we'll be talking about XYZ and then we'll take a quick break" they will hang on instead of wondering "when is this going to end?"

Scheduling regular one-on-one or group check-ins to discuss progress, address concerns, and provide personalized feedback as a way of maintaining connections shows trainees that their development is important but beware you don't come off as a micro-manager.

Chat tools work really well to maintain engagement and participation. People like to be acknowledged. So if you ask a question for it to be answered in the chat, respond and call them by name " Marissa, that's really great answer! What are some other options in addition to what Marissa suggested?"

Set up regular check-ins with trainees to offer support, answer questions, and assess their progress. This can be accomplished through one-on-one meetings, group calls, or asynchronous communication channels such as chat or email.

Perfect idea! Speaking as a team member who works from home part of the week, I feel more comfortable when someone in the room is always checking the chat. I will do this in my online customer service training tomorrow. Thanks!

"first 3 people to submit a correct answer in the chat get a $5 gift card to you favorite coffee shop!" Gamification and rewards are great tools for maintaining engagement.

In addition to soliciting feedback from your current trainees throughout the process, check in with those who you've already trained. "What do you think would have made training better?" And any feedback you use to make a change, acknowledge that publicly. This encourages more participation and feedback for improvement.

Mentors or buddies can be experienced customer service representatives who work with trainees. This provides additional support and guidance, encourages knowledge sharing, and fosters a sense of community within the team. Use social learning platforms or online forums where trainees can interact, ask questions, and share ideas and best practices.