The friendly people in customer service in Jabra know how to connect more than the dots. They also know how to connect cables and wiring to an almost indefinite number of high-quality sound engineering products. Training in VR speeds up the onboarding process and creates engagement among the employees.
While most consumer-oriented products from Jabra are plug-and-play, some of the more high-end business audio products occasionally creates minor challenges before the customers enjoy great sound. That’s when you call customer service.
Everyone in customer service need to be able to help the customer or the local technician get the product up and running in short time. To ensure everyone has the right knowledge, Jabra is now rolling out a new learning program using virtual reality.
Before new employees enters the classroom for training, they are equipped with a VR headset. In the headset they are introduced to six of the most frequently used products from Jabra and go through the different phases of installing the products correctly.
“With training in VR, we leverage the knowledge of our employees before we start the physical training course. In this way they all have a basic understanding of what our products look like, how to install them, and how to overcome the most frequent challenges,” says Claus Holmbeck Madsen, Senior Product Knowledge & Learning Officer in Jabra.
Prior to the VR training, Jabra has used various variations of e-learning. Replacing e-learning with training in VR has a number of advantages.
“VR is a lot more engaging for the employees. For most people this is still new technology which makes the experience entertaining and engaging in itself. And as a learning tool it has several advantages to traditional e-learning. First of all, people don’t get disturbed. Once you put the VR headset on, you are engaged in the Jabra universe and remain uninterrupted. You also see the products in 3D and interact with them with your hands which speeds up the learning process,” he says.
As part of the VR learning experience, the employees of Jabra have to connect different devices with the right cables. Virsabi has developed the experience in such a way that the employees have to pick up the right cables and connect them to the right ports using their hands.
Installing hardware in virtual reality will of course not give the employees the exact same feeling as having the physical products in hand. But because you get so immersed in the experience once you wear the VR headset, Claus Holmbeck Madsen is certain that employees will find it easier to recall the different products than if they had just seen them on a flat screen. On top of that, the training is only part of the experience.
“It will also be part of our onboarding process. Letting everyone have physical access to all our products would be a logistical challenge, but here we can skip a few steps and make sure everyone becomes familiar with the most important products. Initially the experience has six products, but we can easily update the application remotely and add new products and features to headsets at all locations. It will be a part of our onboarding process and accelerate the time it takes for new employees to get familiar with Jabra,” he says.
The onboarding experience is made in close a cooperation with Virsabi. Jabra and Virsabi have worked together on several occasions for different purposes.
“Virsabi is a good partner in the creative process as well as in turning the ideas into virtual experiences that create real value in our training and onboarding,” says Claus Holmbeck Madsen.
Virsabi is a company that explores the intersection of creativity and technologies and is one of the first Virtual – and Augmented Reality dedicated companies offering both business advisory work and technical development for the utilization of Virtual Production, Virtual Reality, Augmented Reality, Mixed Reality and other new visualization technologies.
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