Customer service training is tough
Get agents up-to-speed quickly and easily with e-learning
Getting the right message, the right way, to the right people at scale can feel impossible. But failure means poor customer experience and low satisfaction scores or, worse, lost customers and reputational damage. Compounding the problem is a record 38 percent agent turnover rate and a widely dispersed workforce with frequently changing needs. Ineffective training and low skills retention directly influence lost revenue, higher costs, and customer satisfaction.
Impact of poor training
Low productivity
Poor customer satisfaction
Complaints and lost business
High staff absenteeism and churn
Weak brand reputation
The pressure is on to get agents skilled—confidently, quickly, and at scale.
E-learning is a cost-effective and efficient way to reach associates globally in real-time. E-learning is easy to create, update, and share so operations keep running smoothly. It’s full of tools to make learning engaging and active. Plus, e-learning makes it easier to track results and adjust tactics. That means improved outcomes and real, positive changes.
Customer service e-learning use cases
Call improvement
Soft skills
Product and services
When a process or product changes, reprints and big meetings used to mean big losses. With e-learning, those costs are gone with a simple click to update and publish. In fact, 79 percent of customers say they’ve reduced their training costs with Articulate 360. And, e-learning is easy to scale—use it once or repurpose it many times over—the set-up cost is nearly the same.
A good e-learning tool makes it lightning-fast to build and deliver training in hours, not months. That new product roll out, update, or recall isn’t a crisis when it’s so easy to swiftly get agents across geographies the knowledge they need to help customers confidently.
Employees can take training in bite-size pieces on any device. There’s no need to pull people off the phones for hours. An actionable microlesson focuses on simple objectives to help agents improve performance, shift-by-shift.
You don’t have to be an expert to make great training. E-learning makes it easy to copy and paste from your operations playbook into custom courses for different training needs—and in various languages. With intuitive software, create responsive, interactive learning paths for the tenured, tier-two agent who needs a refresher and another for the new, tier-one agent struggling to clock in.
Best-in-class e-learning solutions will include an easy-to-use dashboard to track employee participation and achievements. You can also set minimum pass rates for knowledge checks and quizzes. That means it’s easier to tell which agents are learning and which are struggling—and tie these results to FCR and CX metrics.
PowerPoint
In-person visits
Physical documents
Learning Management System
E-learning
Mobile application
