What are the most effective ways to train WFM professionals in digital literacy?

As with any skill progression, it's best to start with simple and clearly practical steps, and gradually build in sophistication and complexity. One practical place to start is simple, practical uses of A.I. Three common uses cases: 1. Resume screening and analysis 2. Sentiment analysis when measuring Employee Engagement and Feedback 3. Drafting interview questions for specific job roles Many HCM and HR Tech products are already building AI into their suites. Check your existing HCM and HR Tech stack first, and use any already-included tools. Then, expand to General-Purpose LLMs like ChatGPT or Bing Chat. CharGPT in particular has a lot of plugins for HR professionals.

Needs Assessment: Determine the digital competencies required for the role. Blended Learning: Use a mix of e-learning modules, webinars, and hands-on workshops. Interactive Simulations: Offer real-world scenarios where they can practice digital tasks safely. Peer Learning: Organize collaborative sessions for sharing best practices and challenges. Tool Demos: Demonstrate the use of essential digital tools pertinent to WFM. Regular Feedback: Use digital platforms to give/receive feedback on their progress. Stay Updated: Continuously update the curriculum based on emerging digital trends. Certifications: Offer certifications on completing digital literacy modules, and motivating continuous learning.

All forms of training will have optimal success if the training is hinged tightly to the degree of participant interest in the training. Thus, before initiating a training session via any method, be sure to establish the following 5 points: 1. Participants have an expressed commitment to optimizing their contribution to achieving company mission. 2. Participants have a role that will directly apply what is to be presented on a daily basis 3. Participants have given written input on the training method(s) to be used. 4. Participants have access to the material that will be covered / used during the training no more than but at least one week before the training starts. 5. Participants are not too familiar with the presenter. SELAH

Provide access to online courses, webinars, and workshops focused on digital tools and technologies relevant to WFM. Conduct in-house training sessions or workshops led by experienced trainers or tech-savvy team members.

Assess the current Level of digital literacy? Anyone can learn how to use a WFM tool, with time. Not everyone can learn WHY. The WHY question in WFM especially is one of the curtail points. Why do we need the number of employees at that given time; why do we do the schedules the way they are done; why is this thing impacting that etc. Understanding the reason and the logic of the things is way way more important then learning the tool. So when assessing the WFM team, key points to be assessed are the understanding of i.e. the way the Call Center is operating, the rules and the practices of the Call Center, Metrics of call center and crucial KPI's for the supervisor and or the Ops Manager. Critical thinking, problem-solving, logic.

There should not be "choosing" of a format. The "dark arts of WFM" are practical. Practice makes better. Course/webinar + Online training with a mentor is perfect. Course/webinar will show you the difference of the doing it by the book + the way that other people are approaching the same question. Mentor will show you the ins/outs in your organization. I've came to realization that in the first month, to increase the comfortability in the role its nice to have a person that will be a mentor so you can shadow him, then he can shadow you. The more work you put in the more you will see the value in webinars after some time. Do mistakes - learn from them and move on. Its a hands on experience.

Encourage professionals to pursue relevant certifications, such as those related to data analytics, data visualization, or specific WFM software. Allow WFM professionals to experiment with digital tools and software in a controlled environment to build practical skills.

Implement feedback and assessment mechanisms to gauge the progress of professionals and identify areas where additional training is needed. Encourage professionals to provide feedback on the effectiveness of digital tools and training programs, allowing for adjustments and improvements.

Develop Key Performance Indicators (KPIs) related to digital literacy and reward or recognize those who excel in these areas. Pair less digitally literate professionals with more experienced colleagues who can mentor and guide them in digital technology use.

Organize regular digital literacy workshops, addressing specific topics like data analysis, automation, or cloud-based tools. Encourage professionals to learn from different departments or teams, as this can expose them to various digital tools and strategies. Include soft skills training like problem-solving, critical thinking, and adaptability to help professionals navigate new technologies effectively.

When training someone in WFM, push them a bit to do the things themselves. Do not keep them in a bubble. The more mistakes you do the more you will learn. You need to understand why are you making the mistakes, why somethings are done another way. Also feel free to experiment and train your thinking to go to "how can this be improved/how can this be done better". Communication is you best tool in WFM. If you are not communicating, and if you are excluded from communication you are set to fail.

Effective training in digital literacy should be tailored to the specific needs and capabilities of your workforce. Regularly assess the impact of your training programs and adjust them as necessary to ensure ongoing improvement in digital literacy among WFM professionals.