Good customer contact starts with the finest customer service agents. True specialists in customer interaction don't just appear out of nowhere. At ContactCare, we understand this better than anyone, and targeted training forms the foundation.

We teach our staff conversation techniques and help them develop communication skills. This approach not only makes the task easier and more enjoyable, but also creates true professionals. How do we achieve this? Through blended learning. Blended learning combines traditional offline education, or macrolearning, with new digital methods, or microlearning. Striking the right balance between these methods can yield great results.

What is microlearning?

"You've got the attention span of a goldfish"—you may have heard this saying. It's often used humorously, but there's a grain of truth in it. On average, people now have an attention span of just 8 seconds, down from 12 seconds in 2000. With attention spans shrinking, it's no surprise that new methods are needed to keep people engaged alongside traditional offline learning.

One such method is microlearning. This is a popular and effective form of digital education where content is broken down into small, digestible segments, often requiring less than 5 minutes per unit, or 'nugget'. These short-term learning activities vary, including infographics, short videos, quizzes, polls, and article summaries, usually provided through digital learning platforms. Each unit typically targets a specific learning goal. Microlearning appears in everyday life too, such as a 1.5-minute YouTube video on perfecting poached eggs, or an app tutorial when you first download it. Convenience and speed are key factors. Smaller learning chunks are easier to share and consume than larger ones.

Macro learning for complex concepts

Microlearning has grown in popularity. Its broad applicability is advantageous, as students and teachers needn't be in one place. Exams and assessments can also be conducted online via digital learning environments.

At ContactCare, we believe that solely online or offline instruction isn't the best way to ensure lasting knowledge. That's why we utilize blended learning with both digital and classroom programs. This combination allows participants to retain information longer and save time wherever possible.

To decide when to use microlearning versus macrolearning, assess how much participants already know about the topic. Microlearning is less suitable for new complex learning concepts (such as certification procedures and compliance courses); it can confuse participants. Hence, macro learning is necessary. Classroom lessons teach new skills effectively. When tackling entirely new subjects, classroom teaching is the best approach, offering structured and guided instruction with opportunities for questions and feedback. This helps develop understanding and establish a firm foundation for skills. Attempting microlearning for new subjects wouldn't be as effective, as unfamiliarity could hinder concept connectivity.

The perfect balance between microlearning and macro learning

Macro learning focuses on comprehensive skill areas and "the bigger picture," requiring more time. Conversely, microlearning is ideal for specific needs building on existing knowledge. Once individuals have a basic understanding, they can apply and relate new information to what's already known. Microlearning supports concepts introduced during macro learning. As participants grasp core concepts, microlearning helps retain and expand their knowledge. It's comparable to language learning; acquiring a language's basics enhances the benefit of learning new words. However, learning words without knowing grammar leads to poor results. Microlearning so allows individuals to learn a few new words quickly and easily.

Blended learning for onboarding

We believe in balancing these two learning methods, both offline and online. This training approach suits onboarding, often time-consuming since new staff must learn systems and working methods. Components not requiring personal guidance can be managed through digital environments. Training elements requiring trainers are handled offline. Through blended learning, new knowledge and skills are effectively acquired. This way, new staff are equipped with the right knowledge and skills to start confidently, while we save time where we can.