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FCR Solutions Spotlight: 8 Essential Features for your Contact Center LMS - FCR - Blog

FCR Solutions Spotlight: 8 Essential Features for your Contact Center LMS

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.

  1. Instructional design- There’s an entire science around instructional design — and while it would be nice for every contact center to have someone with a masters degree in the topic (like FCR), that may not be practical. Many platforms will have templates and drag and drop designs for you to create robust courses that will engage your learners. Regarding instructional design, here are some design tips to help boost learning.
  2. A deep learning approach- Your training will be significantly more effective if you approach it from a variety of angles. For optimal learning and retention, the platform should allow for video, reading, activities, and simulations to practice the behavior required for the job.
  3. Learn from anywhere and from any device- Today’s workforce is more mobile than ever. While your agents might primarily learn from their workstation, why would you want to limit learning to that? A modern LMS can be accessed on mobile devices and available in the cloud to be accessed from any location with an internet connection.
  4. Test learner knowledge with quizzes and exercises- Create quizzes and exercises that test the knowledge of agents and their ability to apply that knowledge in real situations.
  5. Track assignments, progress, and results- Chances are your agents won’t all be completing the learning at the same time and there’s no way on a large team to track each agent’s progress manually — at least not easily. With an LMS you can assign courses and track both the completion of the course along with the time spent.
  6. Provide microlearning opportunities for busy contact center professionals- It’s likely that with new hire training you have the time and budget to put agents in a classroom with a trainer for a couple weeks, but if that’s the only training you do, you’re going to run into problems down the road. Furthermore, it’s likely that in a world where customer contacts are constantly flowing in, taking large groups of agents out of the center for ongoing training is out of the question. That’s why microlearning is a critical feature in any LMS. You should have the ability to create three to five minute lessons for agents to complete in between customer contacts or when there’s downtime.
  7. Agents should be able to access training more than once- While your initial goal is likely to post lessons and make sure your agents complete those lessons, the system is best if agents can easily access that content whenever they need it. Perhaps there’s a lesson about a policy and an agent wants to go back and reference it before they call a customer back to discuss that policy. Similar to a knowledge base, your agents will appreciate having an LMS that acts as a reference for key information.
  8. Learning paths for the variety of roles- Chances are, your organization will look to use the LMS for a variety of different roles. Sure, you may have training for customer service representatives, but what if you want to train some to be leads, supervisors, or managers? What about training for those working in other departments? Learning paths allow you to enroll learners in the series of courses that are relevant to their role. An added bonus here is that an LMS might not be solely a contact center expense but can be shared with other groups in the organization.

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

2023 Buyers Guide Inbound Call Handling Services

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

7.) Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.


WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic...
(read more)

View more from FCR

Recent Blog Posts:
When Friendly Customer Service is SecondaryFebruary 20, 2019
Customer Service Edge Cases. To Empower or Not to Empower?January 18, 2019
FCR Solutions Spotlight: 5 Contact Center Tech Upgrades to Consider in 2019January 11, 2019
How Chat Analytics Differs from Voice AnalyticsJanuary 3, 2019
Sad and Happy GoodbyesDecember 21, 2018
Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)December 14, 2018
A Miscellaneous Lot of Thoughts on Quality ScoringDecember 10, 2018
7 Essentials for a Customer Service Voice and Style GuideNovember 29, 2018
The Customer Service Advice We’re Thankful ForNovember 21, 2018
Customer Experience Insights From the InnovatorsNovember 15, 2018

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