Skill transfer by Robert C. Davis and Associates: In contact center training and coaching, skill demonstration leads to sustainable adoption

By Brad Baumunk, President and COO

In my last post, I wrote about the value of Robert C. Davis and Associates’ proven skill transfer model for contact centers. I covered the first step of the skill transfer process – Explain – with an example of how it sounds. Today, let’s look briefly at Step 2 – Demonstrate. This is a critical step, because research shows that people learn only:

• 16 percent of what they read.

• 20 percent of what they see.

• 30 percent of what they are told.

• 50 percent of what they see and hear.

• 70 percent of what they see, hear and respond to.

• 90 percent of what they do.

Typically, a trainee performs a new skill only as well as the person who demonstrates it. In other words, the better you demonstrate, the faster and more effectively it will be learned. A demonstration is the most important timesaving method you can use in training.

One of the most effective ways to demonstrate a skill is by taking calls while the trainee is y-jacked and listening to you take the call. Another way is to role-play, with the leader or coach playing the part of the agent, and the trainee taking the role of the customer.

Either way, the demonstration should be completed with a high level of confidence.

Next we will look at Step 3 – Practice with Coaching. Until then, here is a quote reinforcing the power of demonstration.

“People may doubt what you say but they will believe what you do.”

– Anonymous

Let’s have a call to talk more about Robert C. Davis and Associates’ proven skill transfer model (including explanation and demonstration) and how it can be of high value to your contact center operation.

Robert C. Davis and Associates
Bob Davis, Founder and CEO | 678-548-1775 |
Brad Baumunk, President and COO | 512-695-2511 |