How Can Employees Be Taught About Software?
Much software is released into the market every year to ease the functioning of the MNCs for processes such as client handling, employee management, etc. Therefore, companies have made eLearning software a regular and mandatory part of their employee training procedures. That’s because they want employees to be adept at using such software and not reduce their work pace.
What Is eLearning Software?
eLearning software involves training employees on how to use software without learning it on their own, which involves a prolonged learning curve. After training, end users of such software also receive support in the form of documentation manuals. Employees can be encouraged to use new software when they are informed about the reasons for such change. They also need to be pacified that they will have a specific time for adapting to the change and everybody will be ready to teach them. New materials will be uploaded on an LMS for eLearning software, including job aids and FAQs.
These are the 2 situations in which eLearning software is requisite:
1. When New Employees Are Hired
Apart from system rollouts, eLearning software is needed when new joiners get on board in a company. It can also be an excellent time for older employees to get more advanced knowledge of the existing software. For new employees, training needs to be imparted in the form of videos, which can include software simulations for basic and complex tasks. Such modules can be interrelated so that users go through one after the other during their entire learning journey.
However, for existing employees, eLearning software can be in the form of a FAQ about the software. This kind of eLearning content can be built after they have posed some questions in an online survey about the software. Hyperlinks in the documentation can be included in the answers to FAQs for such users. In fact, documentation must have a search facility available. But how can employees be tested for what they have learned?
2. Real-life Simulations To Test Their Knowledge
Employees can be tested on their software skills by providing them with scenarios where they need to use their skills. For example, simulations can be provided to them, where they can be made to react to panicky situations, like answering to existing customers on product-related calls. In that case, they should be perfectly equipped to use the CRM to get product information and, if a customer leaves the call, to contact them again or send them an automated email through the CRM. Apparently, they should know how to access an existing customer’s email ID through this software. Learners can also be given satisfaction ratings so that they know about their performance.
Sometimes, despite enough practice, when it's time for learners to use their knowledge, the feared forgetting curve enters the picture. The situation can be exasperated due to employee stress, especially when a customer is in a hurry to get information. What to do then? If learners have downloaded the software manuals in the form of PDF documents on their PCs, they have a backup in case they are unable to recall much during customer interactions.
Also, employees must have job aids uploaded on an LMS, which they can consult in such critical situations. These documents should be searchable through keywords.
Sandbox: The Safest Way To Practice
Learners can also practice by asking their peers to call them if a company provides them with call center situations. They can interact with customers and all their software handling moves are stored in a sandbox without being relayed to a company's network. Since the software is run in the restricted environment of a sandbox without any server access, employees know any data error won’t be revealed.
Employees may also leave a company when they can't work on new software in the company. Therefore, eLearning software reduces employee attrition. If employees can't use new software, all money invested by a company goes to waste.
