How can you ensure that all employees are trained on the new CRM and service operations integration?

While assessing training needs is crucial, remember that individual learning styles vary. For better knowledge retention: 1. Visual Learners: Use diagrams and videos. 2. Auditory Learners: Offer audio explanations and discussions. 3. Kinesthetic Learners: Implement hands-on exercises. Incorporate post-training feedback loops to refine content. Blending real-time and self-paced training methods caters to varied learning speeds. Also, consider gamification to enhance engagement and motivation.

In today’s competitive environment, it is very important for every organisation to do Training need analysis (TNA) by following few basic steps : 1. Identifying and recognising the gap of skills, knowledge or performance of employees in an organization. 2. Consulting with Stake Holders to take their valuable insights. 3. Evaluation of job descriptions as well as Key Responsibilities (KRAs) of Individuals. 4. Conduct surveys or assessments to gather more information from the masses 5. Evaluate overall performance - plan vs achievement. 6. Learn about the practices followed by competition. 7. Prioritise Training needs and Develop Training Plans and content 8. Execution of Training Programs 9. Repeat from step 1 as this is an ongoing process.

Before developing a training program, it is necessary to identify the main gaps in operational processes and the C'Level expectations in relation to this training program. Thus, it is possible to design a program using active learning methodologies with simulation of real activities and promote greater engagement for team training.

The use of active learning methodologies contributes to more effective training programs. One recommendation is to replicate critical crisis cases in learning sessions, now combined with CRM resources to resolve or eliminate the impacts of the real situation. Furthermore, promoting debriefing sessions after each session helps to generate greater retention of concepts and motivation for use in daily activities.

The structuring of programs must have the following phases: - Awareness: promote collective awareness of the importance of this training program. A good example is bringing C'Level videos with their messages for program participants with their expectations and strategic importance of this program. - Structuring the topics and concepts exposed: Benchmark programs from renowned business schools on the topic and with other organizations that promote this same type of training - Bootcamp sessions: after absorbing the concepts, the simulation of real situations, helps to establish the concepts and future application in everyday life. - Debriefing Sessions: at the end of each journey, sharing learning is very important, allowing a collective gain

It is recommended to periodically review the training program. To this end, important sources of information for improving the program are: - Feedback from business areas regarding the impacts of the program on the organization's operational excellence - Feedback from participants after a period after the training program, but verification of the real impacts on day-to-day life - Dialogue with the CRM development team to check new features and updates to the tool