Traditional classroom training has long been the backbone of contact center onboarding and development. But new data shows that employees want something different—and contact centers that adapt stand to see stronger engagement, faster development, and better results on the floor.

According to Research.com, 68% of employees prefer to train while they’re at work, not in a classroom or off-site. And 58% want that training to be self-paced, allowing them to move at a speed that fits their needs and learning style. In fact, only about half of employees (49%) say they want to train only when it’s absolutely necessary.

The reality is that today’s workforce expects training to be built into their daily workflow, not something separate from it.

The new rhythm of workplace learning

This shift isn’t just about convenience. It reflects a deeper truth about how people learn best: through frequent, relevant practice in the environments where they actually work. PwC found that nearly three-quarters (74%) of employees want to learn new skills to stay employed and competitive. But the pace matters. While many companies deliver training monthly (36%), only 25% of workers want it that often. Instead, the largest group (33%) prefers training on a quarterly cadence, just enough to build skills without interrupting performance.

This tells us two things:

1. Employees are eager to grow.
2. They want learning to fit naturally into their work, not fight against it.

Why this matters for contact centers

Nowhere is this tension clearer than in the contact center. Speed and quality must exist side by side, and training that pulls agents away from the floor is often costly and quickly forgotten. What employees want, and what contact centers need, is in-the-moment training that reinforces skills in real time.

How ServiceSim fits in

That’s where ServiceSim comes in. Instead of relying solely on classroom sessions or periodic workshops, ServiceSim integrates training into the flow of everyday work. Agents can practice real-world scenarios, receive instant feedback, and build confidence without leaving their desks. Trainers can focus on coaching, not lectures, while agents sharpen the exact skills they’ll need on live calls.

The result: training that is faster, more engaging, and more closely tied to business outcomes.

The future is frictionless learning

Contact center training is no longer confined to the classroom. It’s moving to the call floor, woven into daily workflows, and designed to meet employees where they are. By embracing this shift, organizations not only deliver the kind of training employees prefer—they also build a workforce that is more skilled, confident, and ready to deliver exceptional customer experiences.

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