When you picture customer service training, what key elements come to mind? Some of these elements likely include classroom training with an instructor, watching videos and extensive slide decks, time spent in front of a computer reading documentation and knowledge articles, testing the product or service, and shadowing experienced agents. Now consider training for a team that’s distributed over multiple locations or a team of tenured agents needing ongoing training to keep skills and knowledge up to date.
At some point, if you haven’t already, you’ll likely consider a Learning Management System (LMS) to aid in both new hiring training and ongoing training for your existing staff. But with a ton of options on the market, which one should you choose? In this article we’ll share a few platforms that we’ve had success with at FCR. First, let’s look at eight essential features for your LMS.
Now that you know some of our favorite features in an LMS, here are three platforms we’ve seen in action at FCR that you might want to take a look at:
A fully featured LMS, Lessonly does a nice job covering the essential features we mentioned above. One feature we’re especially impressed with is their Zendesk integration and the ability to simulate responding to real cases. Not only do agents get practice replying to real life scenarios but they can practice the other important functions like selecting custom fields, tagging, escalating, and applying macros.
As we investigated, we found that Northpass also has a full feature set and holds its own against its competition. In addition to the features we mentioned above we were intrigued by the ability to conduct live learning sessions with their GoToWebinar integration. They also leverage social learning and collaboration with message boards where learners can respond to each others’ questions.
We’re not totally certain if LMS is the right term for Hickory as it’s more of a blend between LMS and internal knowledge base. That being said, Hickory integrates nicely with systems like Zendesk to place quick, bite-sized lessons where your agents are spending most of their time. Any time you can integrate a new system with your existing tools and prevent agents from having to open another window it’s a good thing. Hickory provides a great way to keep your agents up to date on changes occuring throughout the organization.
While it’s possible to cobble together contact center training through a series of presentations, videos, and documents, there are clear advantages to adopting a robust LMS platform. We’ve listed a few of our favorites here but the market for such tools is vast. If you have any questions about these tools or best practices for utilizing them, please let us know.
Publish Date: October 8, 2018 5:00 AM
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