Training for Roles

Bringing on over a dozen new operators at once is a heavy load, especially for teams tasked with reducing outages and improving customer experience.

But with scores of new Confidence playbooks in place, our enterprise client gains much-needed tracking into onboarding time — and training quality — across all varied shifts. Documenting these processes also increases management’s visibility into the work their teams are performing and allows current team members and managers to easily step in when issues arise or help is needed.

A Simple Capture Process Yields Dramatic Results

1. Kickoff:

Start with documentation and clarifying questions

2. Capture:

Go deep with supplementary capture as needed to fill in gaps

3. Create:

Provide ample notes and screenshots for crystal clear guidance

4. Validate:

Allows time for team discussion and more detailed capture

WITHOUT CONFIDENCE

• Hard to track new employees' aptitude and progress in real-time
• Training spanned several days or weeks with touch-bases
• Inconsistent training methods
• Difficult to maintain standards for repeating and completing a process
• Sparse, out-of-date documentation

WITH CONFIDENCE

Isolated difficulties and areas that required more training

Standardized consistent training methods and processes

Captured, documented, and stored knowledge in a Confidence library of over 400 processes

Enabled real-time insight into progress

Allowed easy editing to stay up-to-date

Enabled trainees to tag SMEs or managers in comments to resolve questions in a fraction of the time

Reduced training time for new and senior members

Enabled certification of completed training

Use Cases for Training with Confidence:

• New employee and part-time employee onboarding
• Making infrequent processes transparent without time spent on reviews and refreshers
• Enabling processes to be completed by non-expert peer reviewers