Training is a key contact point for MLSs to encourage participation from their subscriber base. We find that one of the largest hurdles to technology adoption is understanding how that technology works and connects to their day-to-day activities as an agent.
The pandemic has accelerated the adoption of virtual training, and for many MLSs, this has been a great way to reach a larger audience that would not typically have time to make it to an in-person meeting. However, the organizations we are speaking to and who participated in the recent WAV Group MLS Workplace Study are concerned about engagement levels and making sure the audience is getting the information being shared.
As a presenter, it can be challenging to go from standing in front of a group with all the excitement and instant feedback to sitting in front of a screen. Not only can it be a challenge to gauge crowd participation, but it is hard to keep your own energy level up as the presenter. The trap many fall into is to simply plow through their slides and call it a day. But the presentation platforms of today have plenty of functionality that allows speakers to still connect with their audience and boost engagement.
Build in Engagement Opportunities
While feedback may come naturally when doing in-person training, virtual training requires a little planning on the speaker’s part. Build in some questions to ask your audience throughout the virtual training. This could be something as simple as asking for a yes/no response in the chat box, or utilizing the polling feature of the platform you are on. Now here is the key to making this work — you have to wait for them to answer before you move on. This can lead to a few awkward moments, but be prepared that you may have to encourage or semi-threaten them to reply. If you do this regularly, it will start to feel less uncomfortable and your students will learn to be prepared for questions.
Use Their Names
Who doesn’t like getting a little recognition, especially in this crowd? Depending on the size of your market, you likely know many of the faces that are joining your training, but even if you don’t, they all have to enter their names to get logged in. Welcome people by first name as they come in and thank individuals for their questions and answers to your questions.
Use Breakout Rooms or Just Turn on Audio
What is the difference between a webinar and a virtual meeting? Basically the ability of the audience to speak back. Depending on the size and topic you are training on, don’t be afraid to give your audience permission to talk. You can do this on a global basis or simply unmute a few key contributors from your virtual training. Breakout rooms and sessions can be very engaging and are perfect for short in-class assignments. If you have never tried out that feature of your platform, I highly recommend doing an in-house trial run before doing it with a live class.
Training is one the seven KPIs that WAV Group can help you benchmark and improve over time. Learn more about the new WAV Group Customer Experience Index for MLSs that just launched in 2022.