What is a common method for training help desk employees on new software?

Hands-on workshops and tutorials are widely recognized as effective methods for training help desk employees on new software. This approach allows employees to engage directly with the software, gaining practical experience that is crucial for understanding its functionality and features. Workshops not only facilitate active learning but also encourage interaction among peers and trainers, fostering collaboration and knowledge-sharing.

This method addresses different learning styles, enhancing retention of information through practical application rather than passive reception. Participants have the opportunity to ask questions in real-time and troubleshoot issues as they arise, leading to a deeper understanding of the software.

Other methods, such as online surveys, watching videos, or reading manuals, may lack the interactivity and hands-on experience that are essential for building competence and confidence in using new software effectively.