Since October 2019, ContactCare has had its own Academy, led by our trainer Chris Murphy. We now offer training daily, both online and in-person. We train people internally and externally and have developed our own complete e-learning program. We learned a lot while setting up the Academy, and we share some of those learnings as inspiration for achieving your own success.
1. Just do it
To make the Academy a success, we simply started. Within a few weeks, we were training all our staff extensively and created an e-learning pathway. Chris Murphy and Jeroen van der Maas put their heads together and became experts in developing learning programs as they went along. You'll never be 100% satisfied with your first course. By creating more learning modules and studying the outcomes, the lessons improve continuously. In short: just get started.
2. Prepare for frustrations
Every beginning is difficult, which inevitably brings frustrations. So be prepared for the tension that creating an e-learning program can cause.
3. Good enough is enough
Perfectionists want to deliver something 100%, but if it's at 80%, it can be published. With the insights and outcomes gained, you quickly move towards that 100%.
4. Keep developing
Start with the foundation of the course and keep building it. By developing in small steps and paying attention to your surroundings, you gain new insights for further development. Use the base as a starting point and gradually expand learning pathways. This naturally leads to a more comprehensive pathway.
5. Test, test, and test again
Put the end-user at the center (human-centered design). They are the ones for whom you are developing a program. Involve them and keep testing. Think of quantitative tests but also conduct qualitative interviews. Draw your conclusions and use these findings to reach a stable end product.
6. Ambassadors
Make your employees as enthusiastic about the work you do online and in-person. This ensures that they become ambassadors of the learning process, just like you. Involve employees in creating new content and ask them for their feedback.
7. Tap into trends
Much has changed in the past year. Due to COVID-19, we find ourselves more at home in a (often) less healthy work environment. How do you stay fit and ensure screen time doesn't skyrocket? How do you handle diversity and inclusion in your organization? How knowledgeable is your staff about all cultures and beliefs? By addressing these relevant themes, training material remains interesting and varied.
8. Keep maintaining
Information also has an expiration date. Research with new information, new practices from customers or yourself can lead to new insights. It's wise to critically review the pathways you've built each year. That way, it stays up-to-date and remains interesting to follow such a path again.
