Let’s be honest: The right associate training is vital to providing the type of customer service (CX) your customers expect – but designing a high-quality, effective curriculum can be so arduous that the results usually fall short.
Learning experience designers often have little to no training content to work from and are struggling to produce something under tight time constraints. Creating and improving curriculum is labor-intensive and expensive, and associates often don’t even retain the training in the end. Time and money get wasted.
It’s enough to frustrate even the most skilled learning experience designers. Crafting a learning program that engages and sticks with associates can be extremely overwhelming, but it doesn’t have to be.
AI delivers faster, better curriculum design
AI is revolutionizing curriculum design and development. With AI-powered tools, cutting-edge brands are creating training materials that are more efficient than ever, at a fraction of the cost and in much less time than traditional methods.
One of the biggest hurdles to designing a compelling curriculum is that it has historically been a very manual process. Usually, a person or team must collect materials from various sources, read through them all and make sense of them, cull the most useful parts to include in training, and determine the most engaging way to present the information. It’s a long, resource-intensive process.
With AI, brands can design curriculum faster and better.
AI can ingest and analyze documents and data much faster, and more holistically, than humans can. Savvy brands are using it to design curriculum that’s tailored to specific KPIs, based on real-life scenarios and data (not guesswork), and designed to drive associate success and ROI.
TTEC’s formula for training that sticks
AI’s potential to transform learning isn’t theoretical; it’s happening now. TTEC’s Learning Wizard Suite uses a proprietary mix of advanced AI algorithms and learning science.
Our Coaching Wizard connects client KPIs to the skills needed to improve outcomes. Businesses often know which KPIs matter to them – average handle time or net promoter score, for instance – but not the skills and behaviors that drive them.
This wizard eliminates that gap by taking each KPI and breaking it down into discrete, observable, and coachable behaviors. With the Coaching Wizard, brands know their curriculum design, training content, and coaching practices are all strategically aligned with measurable business outcomes.
From there, our Discovery Wizard uses that output to generate a learning blueprint that outlines what an optimized curriculum structure looks like for the company.
The blueprint includes the required assets and instructional methods, all grounded in learning science principles. It might suggest adding simulated role-play exercises or short formative quizzes at specific stages of the program, based on the forgetting curve, for instance.
While AI takes the lead, humans are in the loop throughout to ensure quality, with learning experience designers validating recommendations and refining prompts as needed.
Finally, our Curriculum Wizard takes the outputs of the Coaching and Discovery Wizards and builds a complete end-to-end learning journey. It produces a granular curriculum structure, complete with training topics, duration, and instructional methods.
It also provides a custom combination of more than 15 types of learning assets — from assessments, quick reference guides, and collaborative exercises to facilitators’ guides, full scripts for e-learning courses, and full production instructions for videos. Text-based output can then be quickly tweaked and copied and pasted into authoring tools by the learning experience designers.
Here too, human validation remains essential, with TTEC’s design evaluators reviewing each output to ensure accuracy and alignment.
The approach is already driving real results. At one major shipping company, the Learning Wizard Suite boosted sales metrics 171%, improved learner sentiment by 34%, and bolstered knowledge assessments by nearly 13%.
Improve speed-to-proficiency with AI
AI’s not just transforming the way curriculum is designed; it’s also revolutionizing how people are taught. Individuals increasingly want to learn in different ways and in different channels, and brands need to meet them where they are.
It’s time to embrace a more customized and adaptive training approach if you want to hold on to top talent. AI-powered training tools can help you break free of one-size-fits-all training. Look for ones that incorporate role playing for associates based on real-life scenarios and provide instant feedback.
When a major telecommunications company needed a new training curriculum as it merged several lines of business, our award-winning RealSkill solution for AI-enabled conversational practice improved the attrition rate by 58%, first contact resolution by more than 5%, and efficiency by 6%.
Invest in the right tools to accelerate learning
In the AI age, it no longer makes sense to base your training programs on guesswork or outdated conventions. Why invest time and money in designing a curriculum that associates probably won’t retain?
Save time, money, and headaches with the right AI-powered tools. Craft a learning program that’s customized to your specific needs and goals and designed to drive results quickly. The efficiency, time-saving, and cost-cutting benefits will transform your CX. We can help.
Click here to request a demo.
