We know now more than ever, we are living in a Digital World. It is almost impossible not to use it in the workforce. Having employees who possess digital literacy skills is now more valuable in today's day and age. This can pose a problem in the workforce with rapid advancement in the digital tech movement.
Employees can range from all different backgrounds in age groups, different strengths, and weaknesses, and many different backgrounds. This can pose a challenge for employers to adopt a training process to facilitate the different teaching methods to have your team positive in the systems they will need to utilize daily.
This may seem like an intimidating task but also imperative in producing a functional team that possesses the skills needed for productivity and creativity that will ease the workload and make it fun.
How can you improve your employee's digital literacy performance?
- Assess each employee's digital skills
- Teach the power of digital literacy skills
- Use helpful cloud-based software and multiple devices
- Use of social media literacy
- Provide proper training and support
- Continuously monitor results and make necessary changes to impact performance
Assessment of each employee's digital skillset
Each employee should be tested on their digital literacy and skill set. Practice regular testing of abilities and devise a plan to help strengthen weaknesses that present throughout your testing series. Every employee should feel like they have the proper training to be successful in each role they are given.
It can be beneficial to regularly assess their duties to allow for improvements in weak areas. For example, any well-functioning business should conduct monthly assessments to determine what kind of support should be offered to ensure the employee is growing and developing in the proper areas.
Teach the power of digital literacy skills
It is imperative to teach the importance of obtaining proper digital literacy skills. All too often digital literacy is trained without informing of the power these tools can have in performance and be used for growth in one's career. Technologies can actually in turn boost the employee's performance whilst making their jobs easier and more organized.
Use helpful cloud-based software and multiple devices
Large call centers collaborate by using effective cloud-based software and having multiple devices for each employee to access. Each employee should be able to adapt to different devices to enhance their functionality and performance. Especially relevant for remote workers, employees have to share data through large files that are hard to send without the use of software, such as Massive, which allows integration with Cloud storage, making data, and large file sending extremely easier for remote working call center agents, and remote workers in general.
Such a tool does not require special training, but there are other providers for which digital literacy will definitely come in handy.
Use of social media literacy
Social media can also be used to improve the employee's job functionality. Many call centers use social media to grow their audience and grab the attention of potential buyers. With the proper training, each employee could be utilizing this as a powerful tool.
There are several platforms, so deciding which one will be the most impactful and useful tool for your business can be a daunting task. Each employee must have the proper training to learn the chosen platform.
Provide proper training and support
Ongoing support and training are imperative to the success of your employees. With each employee having a different learning style and different strengths and weaknesses you will have to ensure the proper support is provided. Protocols should be put in place for system failure and internet or power outages. Each employee should have a support team to reach out to with questions and issues throughout their shift.
Continuously monitor results and make necessary changes to impact performance
It is the employer's position to consistently and effectively track their employee's progress. Monitoring the results of the systems and protocols put in place will be a necessity to ensure the success of the company as a whole. Typically, this job should be dedicated to an employee with managerial skills who can quickly put into effect the proper changes to create effective and seamless transitions that will greatly impact the outcome of performance individually and as a team. It is also worth managers carefully evaluating each employee's skills vs capabilities to identify whether employees need additional training or if they require more opportunities to demonstrate their abilities. This helps ensure that each team member is positioned to contribute to the company’s goals in the most effective way possible.
No matter what kind of company or business you run managing everything in-house can become costly and time-consuming. Call center services can provide the most effective outsourcing to provide positive customer support, team management, and clear instructions for your employees. We want your business to succeed, and we know live customer service is invaluable to your team and customers.
Choosing our call center services will give you the advantage to be a par above the rest of your competition, and give your business the tools and service it needs to grow.
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