The challenge

A major automaker needed to improve its employee training. Post-pandemic, the company transitioned from in-person to virtual training, which had hurt learner engagement and knowledge retention. 

The company wanted more interactive training methods and was eager to implement more innovative technology and learning development solutions so it could remove limitations and improve assessment scores.

Our solutions

TTEC’s Learning Design Enablement team revamped the company’s curriculum to make it more engaging and learner centric. 

We incorporated gamified components into the curriculum, as well as AI-based knowledge assessments. We introduced activities using three tools that: fostered social collaboration in a virtual environment, gamified learning, and offered AI-based assessments to gauge learners’ knowledge and retention. In all, we implemented 22 new modules among the three tools we incorporated. 

These enhancements made learning more social and engaging, which is key to fostering retention.  We developed new activities based on the AGES model, which prioritizes:

• Attention-grabbing introductions
• Generation or contribution of knowledge during activities
• Emotional engagement
• Spaced repetition of knowledge recollection

This model makes training more engaging. And since emotionally invested learners are more likely to connect new information with their prior knowledge and personal experiences, this method makes learning more meaningful and memorable. 

Results

A pilot of the program drove quick results in knowledge acquisition, training effectiveness, and learning sentiment.

We measured results through weekly training surveys and new hire touchpoint surveys. Our work generated a 203% jump in learner experience and engagement, a 25% increase in learner sentiment, and a 9% rise in knowledge retention. 

Learners understood the company’s products better and were better prepared to apply their learnings immediately to their jobs.