Tip 7: Understand and Monitor Usage

by Mark Douglas

July 31, 2018

Tip 7 of 7-part series on “7 Tips for Expanding Virtual Training Within Your Organization.”

Recently we shared 7 Tips for Helping Expand Use of Virtual Training Within Your Organization.  As a part of a series, we’re going in-depth on each of these 7 topics.  This week, we tackle lucky number #7 – “Understand and Monitor Usage!”

No training initiative is successful if you are unable to measure its worth. As someone who spent a year-and-a-half writing my Master’s Thesis on Organization Change and Transformation (as well as someone who previously created a Customer Success team from scratch at a previous organization), I’ve learned that to measure if your training program has resulted in your desired outcome, you need to determine what the status quo looks like first. In other words, if you’re training your employees to answer customer service calls faster and more efficiently, you need to establish a baseline of how long it is taking them to answer these calls today (before training), then train them on the tips and tricks you want to instill in them for success, then remeasure their results, to determine if the training was successful.

If it took them an average of 10 minutes to answer and resolve a customer question before training, but after learning some best practices on optimal customer service, they were able to answer/resolve issues in 7 minutes, then you know the training was a success! If their time to resolution remains constant (even after training), then it may be time to look at your curriculum and employee feedback, and determine what needs to be adjusted for your next training session.

DESIRED OUTCOME  = STATUS QUO + SUCCESSFUL TRAINING!

For Adobe Connect-specific training, you can better understand your rate of adoption and utilization by evaluating key metrics through tools like CoSo Insights.  With CoSo Insights, you can gain insight into the current and historical state of your organization’s Adobe Connect usage through dashboards and reports.  Monitor things like:

• Real-time Concurrent Users
• Concurrent Meetings
• On Demand Content Utilization
• Concurrent User Peaks Per 10 Min and Moving Average
• Server View with Maintenance Periods and Downtime
• active and recent meetings
• meeting attendance
• content usage
• monthly metrics reports

If you don’t already utilize CoSo Insights, please contact your Customer Success Manager for access, user guide, and tips for getting the most out of it.

 

If you can’t measure it, you can’t improve it. – Peter Drucker

“In God we trust, all others must bring data.” – W. Edwards Deming

 

Other Articles in the Series:

Original Article: 7 Tips for Helping Expand Use of Virtual Training Within Your Organization

Tip #1: WIIFM

Tip #2: Start at the Top

Tip #3: Timing is Everything

Tip #4: Good News Travels Fast

Tip #5: Bad News Travels Even Faster

Tip #6: Making It Fun