Social Media and Informal Learning

According to the comScore 2010 U.S. Digital Year in Review, social networking sites accounted for 12% of all time spent online in 2010, and the average American spent more than 14 hours watching online videos in December, a 12% increase over the previous year.

As social media continues to gain popularity in our culture.  Many call center agents are comfortable with social learning in their personal lives and, as a result, more and more companies are adopting social and informal learning platforms at work. Call Center Agents benefit from social learning because it offers an alternative way to learn, while companies benefit from the collaborative nature of the medium. Through social platforms, employees can share their knowledge, skills and experience with their peers, making the workforce as a whole more collaborative.

The result is a more informed and productive contact center agent population, better overall customer service, and an improved company culture.  Social learning describes learning that occurs in the social context. In other words, people learning from other people. Research shows that individuals are more likely to engage in certain behaviors when they believe they will be successful. In the contact center agents can learn from the successes and failures of those who know their business best – their fellow agents. In most cases, this provides a faster, more efficient way to teach new behaviors. In addition to the immediate training benefit, social learning platforms provide a shared information bank rich with knowledge, skills and experience that ultimately elevates the level of expertise of the entire workforce. 

To read more about social learning, download a Knowlagent white paper: Social and Informal Learning.

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