TechKnowFile: Unlock Your Firm’s Full Potential
Technology | Ruth E. Phillips | Oct 11 2022
Agency and brokerage staff need technology training to unlock the full potential of the firm’s implemented technologies. In addition to my role as a commercial lines account manager at Smith Insurance Agency, I research, write, prepare, and teach continuing education (CE) classes, some of which touch on technology use. I also have embraced various technology tools to create training materials and make them accessible to staff.
CE classes and technology
With CE classes, there are certain requirements that must be met in order to consider it a CE class. The class must be about insurance. It cannot be about selling or how to use a specific computer program. However, even with those limitations, we do mention certain technology programs in our courses.
For instance, we recently held a class on Errors & Omissions (E&O) coverage and discussed the im-portance of prompt delivery of policies. Part of the discussion focused on Applied’s CSR24 and how it aids in the delivery of policies. We also offer staff training on how to use the program outside of the CE class. The E&O class reaffirmed the position that policies must be delivered promptly, while reminding the staff that technologies are available for insureds to use.
It is crucial to remember that you cannot have a successful CE program without feedback. It is important to know how participants view the class. Even negative feedback is valuable, because it shows you where improvements can be made. With the E&O class, for example, the feedback was positive and provided several reminders for employees. In the class, we discussed the need for each proposal to be dated, how revised proposals must have the new date, and how dating each page prevents an insured from mixing the pages of a proposal to change actual coverages.
A customer service representative approached me after the class and explained how much she appreciated me going over the benefits of CSR24 and the prompt delivery of policies because she has a difficult time explaining to customers why they should sign up for it.
Often staff have different comfort levels with technology…
It’s important to be patient and be prepared to explain things in different ways.
Technology in your training programs
Some of the technologies we use in our general technology training programs are Camtasia and Microsoft Teams. Camtasia is a video recording program that lets you record videos on your computer. We use this program in our office to record short tutorial videos, usually about one to three minutes long, on a variety of topics, including how to print an ID card or how to print a receipt. We also have longer videos on topics such as creating a certificate.
While Camtasia can be used to conduct training programs, we prefer to hold those live—either in person or through Microsoft Teams. Our office uses Teams on a daily basis in a variety of ways. All of our employees use Teams to communicate. We also have marketing information on Teams. Additionally, we hold CE classes over the Teams platform when employees are unable to make it into the office.
When our agency first started using Teams, we were new to instant messaging and had to train employees on how to use it correctly. This was especially important when it came to what information was appropriate to send by instant message and what should be sent by email. We had to inform employees that anything that should be documented, like a policy change or claim issue, should be sent by email. However, quick questions about a company website, for instance, could be addressed via instant message.
Read the full article on RoughNotes.com.
Tags: Technology , Insurance , Rough Notes , Training Programs