By /

Driving Global Success with
Micro-Learning in IT – Telecom

Executive Summary

TrainingPros‘ client, an IT software services company, faced a significant challenge in transitioning its workforce to a remote environment due to the COVID-19 pandemic. To support the global adoption of its new flagship solution, the company utilized TrainingPros eLearning developers to create a video-based micro-learning program. This innovative approach, translated into five languages, aimed to equip remote workers with the necessary skills to navigate the platform efficiently. The program’s success was evident in the increased engagement and satisfaction among users.

The Challenge

The IT software services company’s new proprietary solution, projected to grow by 87% in the upcoming year, required an effective training method for its global workforce. The shift to remote work due to the pandemic necessitated a reimagining of live Virtual ILT sessions into modular online video content. The challenge was to create a quick, efficient, and engaging way for remote employees, many of whom were unfamiliar with modular video training, to learn and utilize the new platform. Additionally, the content needed to be accessible in multiple languages (German, French, Italian, Spanish, Brazilian Portuguese) to cater to a diverse global audience.

The Solution

To address this challenge, a TrainingPros eLearning developers and our client implemented a video-based micro-learning program. This program featured short, task-based videos, each lasting 1-2 minutes, focusing on specific platform features or tasks. The content was designed to be concise and easily accessible, with the goal of enabling learners to find and utilize information quickly. The program included the following key elements:

  • Creation of a Global end-user self-service training hub with content modules, accessible in English and five additional languages.
  • Development of a sleek, browser-friendly, and mobile-accessible Tutorial Hub that did not require a Learning Management System (LMS).
  • Use of professional voice artists and Camtasia for high-quality screen captures and video production.
  • Standardized templates for consistency in design and branding across all training modules.
  • An agile development approach to continuously update and roll out new features and training content.

The Result

The video-based micro-learning program yielded impressive results. It significantly improved the training experience for global contact center employees, facilitating a smoother transition to the new platform. Key outcomes included:

  • Over 9,800 students accessed the training in the first year.
  • High satisfaction ratings from students and customer-facing organizations, with an overall experience feedback score of 4.6 out of 5.
  • Increased learner engagement and consumption rates, with the content being accessed in multiple ways (CDN, LMS, and documentation portals).
  • Enhanced customer satisfaction and product adoption, contributing to a 100% increase in the customer journey.

The success of this training program demonstrated that end-user training could be both engaging and efficient, paving the way for similar approaches with other products and solutions within the company. 

Resources Provided

eLearning Developers 

Technologies Utilized

Camtasia

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Driving Global Success with Micro-Learning in IT – Telecom