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.

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.

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.