How TTEC is cracking the engagement code and improving learning outcomes in training with Kahoot!

Location: Denver, United States

Industry: Technology, Media & Telecomms

Use cases: Compliance training, Customer support training, Remote / hybrid

Key Wins

Training sessions are more interactive and engaging. Kahoot!'s wide selection of engagement tools enabled TTEC to replace its traditional instructor-led facilitation with hands-on, learner-centric training.

Improved training completion and satisfaction rates. Adding Kahoot! to a client's training led to 53% higher overall NPS for the training, S, 36.7% lower attrition during training, and 10.5% higher trainer NP.

Identified knowledge gaps. Kahoot! reports and data analytics helped TTEC identify questions employees found challenging, showing which key messages needed reinforcement.

Elevated knowledge retention with learning science. Strategically placing kahoots throughout the training ensures that learning sticks based on learning science.

Miguel “Iggy” Buenavista

Learning & Development Manager

About Miguel Buneavista: Miguel (AKA Iggy) is the Learning Innovation and Technology Manager at TTEC. In his role, he uncovers how technology can help create innovative and impactful L&D experiences that enhance learning outcomes.

Story

Navigating opportunities in the virtual world

TTEC is a global customer experience (CX) technology and services company focused on the design, implementation, and delivery of exceptional CX.

Like many companies, TTEC transitioned to fully online training during the COVID-19 pandemic. However, as the company adapted to the digital workplace, they encountered major challenges in understanding how to effectively involve and engage learners in a virtual environment. Keeping participants engaged during in-person training sessions was already a challenge, so the TTEC team knew they wanted to try something new for their virtual setting. Quickly, they set out to leverage online learning and engagement tools.

As they searched for solutions, they sought a platform that could provide evidence-based learning because, for TTEC, engagement alone is not enough.”We do not want mere engagement; we aim to utilize evidence-based learning,” said Miguel “Iggy” Buenavista, Learning and Development Manager at TTEC. Therefore, it was important that they adopted tools that leveraged engagement to ultimately enable teams to reach learning outcomes.

Enter Kahoot!…

When evaluating Kahoot!’s interactive platform, the wide selection of participant-focused engagement tools and the ability to empower facilitators with reports and data stood out to TTEC.

Cracking the engagement code

In any training environment, the number one struggle for instructors is maintaining the attention of learners. To break this barrier, TTEC adapted by replacing traditional instructor-led facilitation with a more engaging, hands-on, and learner-centric training.

In order to maximize training sessions, TTEC combines Kahoot! with Bob Pike’s 90/20/10 learning strategy of limiting training to a maximum of 90 minutes of training, limiting presentations to 20 minutes long, and including an interactive activity every 10 minutes. TTEC discovered that by strategically placing kahoots throughout the training, it ensures learning sticks based on learning science. By implementing kahoots to power interactivity and engagement, TTEC was able to quickly enhance instructor-led virtual training experiences to become participant-centered.

“Kahoot! is such an engagement powerhouse due to the number of tools like questions types, game modes & presentation tool kits.”

Miguel “Iggy” Buenavista, Learning & Development Manager, TTEC

Additionally, TTEC leverages Kahoots! reports to provide actionable insights to instructors by identifying difficult or problematic questions that needed to be reinforced, and noting which participants to follow-up with. This feature enabled TTEC instructors to correct knowledge gaps and reinforce key messages by following up within the day to ensure the learning sticks.

Measuring learning outcomes

In order to measure outcomes, TTEC conducted a sentiment analysis that captured learners’ written feedback on the improved training they attended. TTEC then analyzed the responses and applied a numerical value to identify learner satisfaction and business metrics.

The results showed that TTEC’s approach of backing curriculum with learning science and leveraging Kahoot! to power interactivity and engagement led to higher retention of knowledge, higher final exam scores, and improvement of key business metrics such as CSAT, NPS, QA scores.

“For a healthcare client, we placed strategic kahoots in the training, and that led to a 53% higher overall NPS in training, 36.7% lower attrition during the training period, and 10.5% higher trainer NPS,”

Miguel “Iggy” Buenavista, Learning & Development Manager, TTEC

Tips

Ask questions that relate to the learners’ previous knowledge.

The learning science of activating prior knowledge shows that by linking questions to concepts learners already understand, educators can help them make meaningful connections, deepen understanding, and improve retention of new information.

Time kahoots according to the forgetting curve.

The learning science of the forgetting curve shows how learners tend to forget things quickly at first, if material is not reviewed or reinforced. What you do after training is just as important as the training itself. By sending follow-up kahoots to your team, you can get ahead of this curve to refresh their knowledge and boost retention!

Use multimedia to engage learners.

The learning science of multimedia theory shows that presenting information using multiple forms of media, such as text, images, audio, video, and gamification can actively capture learners’ attention to improve comprehension and retention.

Interested in discovering how Kahoot! can help you increase engagement with your employee, assess learning, identify learning gaps, and take learning to the next level? Please reach out to business@kahoot.com, or reach out to us via social media on LinkedIn, Instagram, or X.

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