Training and Knowledge Sharing

The best designed and most efficient processes are not enough: you'll need a properly trained team to carry it out. That's why team training is a critical part of operators — proper training ensures that there's also someone to follow the process consistently.

Example: Imagine a bakery where only one baker knows how to properly fold croissant dough. If that baker is suddenly unable to work, for example a sick leave, the whole process falls apart. But if everyone is trained, the quality stays consistent no matter who is on shift.

Knowledge base

Your knowledge base is the recipe book for your operations: this is where you will store how the process unfolds, who to contact whenever the unexpected happens, etc. We often call a step-by-step solution playbook that anyone can follow. Their role is to ensure consistency across the team, whatever the process - a simple or a more troublesome process.

Example
A tech support team’s knowledge base might have playbooks for common issues, plus explanations of the escalation process and who to contact when things go wrong.

Playbooks can often take the form of a decision tree, to help operators make the best decision.

A good way to maintain a knowledge base is to include this step when you're designing or optimizing a process, before all processes implementations are done.

Characteristics of a knowledge base

An efficient knowledge base must be:

• Accessible: All the team members should access the documentation of the process they're in charge of.
• Up to date: When a process changes, its playbooks and documents associated must be updated to reflect those changes, and that will happen
• Clear: Playbooks need to deep dive on every action, and ensure all of them are broken down properly, making sure all questions are covered, leaving no area of uncertainty.
• Comprehensive: The knowledge base must contain all the knowledge an agent needs to know to process its tasks.

The future of knowledge bases

Knowledge bases are evolving rapidly, with new approaches shaking up the traditional format:

• Formats: Moving beyond just text, modern knowledge bases now often include videos, images, and other interactive content to make instructions clearer and easier to follow.
• Contextual access: Some systems integrate the knowledge base directly into the tools used for operations, providing guidance right where the work happens. Operators don't need to switch between tools to get the information they need.

But most importantly, the future of knowledge bases is mostly... AI. AI is bringing big changes, offering smarter, more intuitive ways to access information. From automated suggestions to guiding team members through processes step by step, AI can enhance how your knowledge base supports the team.

Onboarding new members

When new members join your operations team, your main challenge, as an ops manager, is to get them up to speed on how things work and what's expected of them. This is how you design your team’s onboarding—the first training sessions a team member receives when they join.

It has to be thought out as a structured process (exactly like your operations!): it should be a guide, with regular checkpoints, introducing all the processes in a logical order. Start with the basics, gradually build their skills, until they're fully ready to manage all aspects of the team's operations.

Ongoing training in your team

Skills need to be refreshed across time, but also because your team needs to learn new ones.

Example: The bakery decides to sell new kinds of pastries. Your team needs to learn the new recipes.

Here are some ideas to implement ongoing training in your team.

Refresher courses

Regular sessions to revisit key tasks, especially those who can cause issues. This helps maintain consistency across the team and prevents bad habits.

Workshops for new skills

Each time a new process is created or an existing one is updated, plan workshops with your team to learn and practice it. You could also get feedback on the playbook created or update for this. The idea is to make a ritual out of an updated process - checking that everyone is up to date on that specific area, or a simple refresher if most of it is already known.

Training to increase individual performance

We're talking a lot about team training — but sometimes, you need to boost an individual member's training: this is a training opportunity, often uncovered by feedback or data tracking.

Identifying Training Opportunities

There are several ways to spot where additional training might be needed within your team. Keeping an eye on these can help you address skill gaps early, ensuring everyone is performing at their best.

The first case is through feedback. It can be done during performance reviews or regular check-ins. The manager should be looking to uncover all these areas where a training could help your operator: this is where lies an opportunity.

The second case is through data analysis. You can uncover patterns by segmenting data, for example uncovering that a specific kind of issues consistently creates delays or errors for a specific team member. If you don't have the access or the right skills to analyze data, ask your data team to equip you with all the relevant dashboard.

The third case is during double-checks: recurring mistakes or inconsistencies can be spotted, leading to a need for more thorough training.

Boosting Individual Performance

Once you’ve identified someone who could use extra training, don’t wait!

The sooner you address the skill gap, the faster your team will improve as a whole. Here are a few effective ways to boost individual performance:

• Shadowing sessions: Have the team member spend time observing a more experienced colleague. Seeing how someone else handles a task can make all the difference, especially for complex or nuanced processes. It’s a hands-on way to learn best practices and pick up tips that aren’t always obvious from a guide.
• Coaching: Personalized coaching sessions give you the chance to provide direct feedback and guidance. Managers or senior team members can work closely with the individual, offering support and helping them develop skills step by step.

This feedback will help you ensure your knowledge base is up to date and at its best.

Curious to learn more? Download this free ebook and learn everything you need to know about customer operations.

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