The pandemic has led to a significant reduction in the hours worked by associates, dropping to 126 hours per month in Q2 2020 from 139 in Q2 2018, affecting their bonus eligibility and learning opportunities. To address this, the guidebook recommends three tips: clear communication of billable hour expectations, investment in effective training, and regular check-ins. Effective training includes micro-learning, which improves retention, and a skills development roadmap. Experiential training using real-world scenarios enhances learning and prepares associates for actual tasks. Monitoring training effectiveness ensures associates are billing efficiently and staying engaged, which is vital in both office and remote work settings.

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