Online customer service training?

Online training can definitely be interactive! I've developed several customer service courses for contact centers, and here's what I've found to be some of the keys to participant engagement:

1) Every screen should have the main text of the learning plus at least one additional element--a sidebar, a quote, an animation--just to keep it interesting.

2) Every two or three screens, the learner should be prompted to do something to interact with the content--a quiz, an exercise, or something like that.

3) Ideally, there are exercises that aren't just generic but that get the learner to apply the concept/skill to his or her own job. For example, in Impact Learning Systems' online programs, each lesson includes a "Bring It On Home" activity in which the learner writes a customized answer (relevant to the live call environment) that is stored in a database and then printed out to become a job aid on the call floor. This really helps accomplish the transfer of learning to the rep's actual job environment.

4) In order to discourage learners from just clicking through screens without really engaging in the learning, it's helpful to incorporate testing at various intervals in the course and then again at the end. The testing should gauge recall of concepts AND ability to apply skills.

5) If at all possible, opt for blended learning instead of an online-only program. If you can get the learners together in a training room (even for a brief time) to practice the skills and to share best practices, there's a higher chance that the training will stick.

You asked about existing online systems for customer service in call center settings. Feel free to contact me directly or to view the call center courses at www.impactlearning.com for some ideas/help.