The Association for Talent Development’s 2015 International Conference & Exposition may have finally caused a tipping point in how we train employees.
I’ll address this more in just a minute.
But first, here’s an overview of the conference in case you missed it:
The conference was held in Orlando, FL and featured nearly 10,000 training professionals from around the world. There were keynote presentations, breakout sessions in 10 topical tracks, and a massive expo hall with more than 400 exhibitors.
You can read more here:
Image courtesy of ATD
Training is Changing
Rigid, formal training will soon be a thing of the past. The classroom may soon be gone or at least unrecognizable. E-learning may look very different.
In it’s place? Problem-centered, self-directed learning where participants train themselves.
In customer service, this has huge implications on the way we deliver training over a number of topics:
- Training new hires
- Developing customer service skills
- Product knowledge training
- Educating customers
- Developing customer service leaders
I’ll dive deeper into the how and why over the coming weeks. In the meantime, here are a few resources to start exploring.
- Re-cap of Sugata Mitra’s amazing keynote on self-directed learning
- Overview of Flipped Learning for customer service
- Example of how companies are re-framing their approach to learning
On a personal note, I was one of nine recipients of the CPLP Contributor Award, which recognizes holders of the Certified Professional in Learning and Performance credential for outstanding volunteer efforts to support, promote, and advance the CPLP program.