Q&A with Inova's Training Manager

Meet Kelly Garrett, Inova’s Training Manager, technical writer, and resident expert on all things LightLink. Kelly has been working as a contract technical writer for Inova Solutions since 2007. Prior to joining Inova, she held positions as an instructional designer for a government consulting firm and as a high school English teacher. We recently sat down with Kelly to gain some insights on training and how to maximize utilization of LightLink software.

Q: Can you share a training success story?

A: A few months ago I went on-site for a contact center new installation training. The group was small, and extremely motivated to learn. They prepared for the training by bringing sketches of their goals and ideas, which allowed me to customize the training even further. Their motivation and preparation were integral in facilitating their ability to create a series of digital signage displays designed to garner attention and provide information. The displays used a variety of scheduling features, multimedia, and data sources. When I left the training a few days later, the confidence of the trainees was evident in their ability to apply what was instructed.

Q: What is the most common question you get about training?

A: "How long will it take?" We designed training sessions with the belief that everyone learns differently, and each customer has access to different resources. As a result of the differentiated instruction, the length of the sessions may vary. While we can give approximate timelines, we don’t want to limit the learning experience. We work to achieve comprehension.

Q: Why should users invest in training?

A: LightLink users should invest in training to get the most out of their system. Inova products are designed well enough each can be used out of the box, but the training provides an additional level of understanding that allows users to better integrate the systems into their workplaces. In addition to gaining knowledge of the multitude of features available, trainees engage in discussions that encourage the development of a well-designed series of call center messages.

Q: How often do you recommend that users brush up on training?

A: New users are encouraged to attend the initial overview training. For experienced users, recommendations for when to schedule training will vary depending on the level of use and the size of the system. For supervisors who use the system regularly, follow-up training allows for optimum utilization. If a user feels that they aren't getting the most of their system, they probably aren’t.

We have also recently started to offer the Inova OnCourse Complimentary sessions; these monthly offerings can serve as a refresher for experienced users who may find new ways to integrate their Inova systems, or as introductory sessions for new users.

Q: Do you have any tips for making the most of a training session?

A: Adults are more inclined to retain new ideas when they are able to integrate them with what they already know. For this reason, we like to see trainees review the training materials briefly prior to the training and to come prepared with a basic strategy for how they will use their Inova products. We've found that providing opportunities for trainees to complete real-world training exercises in the context of their workplaces allows for better comprehension and retention. We also work to build a strong foundational understanding of our software, while encouraging open, candid discussions that emphasize the relationship between LightLink and other types of software which they may be comfortable with.

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To ask Kelly your own question, contact her at training@inovasolutions.com.