Module 11: Training & Enablement for Modern CX Teams
Learn how to design a modern onboarding and enablement strategy that accelerates productivity, reinforces brand culture.
23m
4 lessons
ADVANCED
Instructor
Robyn BartonAbout This Course
In this masterclass, Robyn Barton (Learning Business Partner at Adyen) reveals how to move beyond "passive slideshows" to build an enablement engine that activates brand culture and drives immediate performance.
What You'll Learn
- Practical frameworks you can apply immediately
- Real-world strategies from industry experts
- Step-by-step guidance with examples
- Downloadable resources and templates
Course Content
4 lessons • 23m total
1. Designing a Scalable Onboarding Program
Onboarding is the primary driver of retention, yet few do it well. Robyn Barton introduces the "Activation" model to build cultural belief and confidence from Day 1. Design modular paths that reduce cognitive load and help new hires reach peak productivity 24% faster than average.
5:382. Microlearning, Peer Coaching, and Just-in-Time Content
Static training decks are outdated instantly. Robyn explores "just-in-time" learning—delivering info in the flow of work. Use microlearning and peer coaching to increase knowledge retention by 80%, ensuring your team has the right answer the moment the customer is waiting for it.
6:423. Gamification and Engagement in CX Training
Training shouldn't add to burnout. Robyn reveals how to bring "joyful learning" to CX via gamification and simulations. Game mechanics lead to 89% higher engagement and 60% higher retention, turning policy updates into a collaborative team sport that builds high-performance habits.
5:524. The Role of Enablement in Career Development
CX roles shouldn't be a 14-month stopgap. Robyn shows how to use enablement as a retention tool by creating skill-based career ladders. Align personal growth with business outcomes, turning high-churn roles into strategic springboards for long-term internal mobility and success.
5:45
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