Unstructured training information
Streamlining training content with learning content management system for e.g. step by step workflows interspersed with feedback activities can make it more engaging and save on training costs
OJT takes most of their time
LMS training will save time for managers/supervisors and can ensure the opportunity to learn and grow for the agents, which can eventually increase the capacity for retention.
High training to operations curve of service agent
30% of businesses will invest in e-learning system to aid in agent training. Agents in each group have distinct needs, and training them with a classic approach takes more time.
High agent error due to lack of process knowledge
Lack of process knowledge can be disastrous. LMS e learning updates all the information in real-time to ensure accuracy in customer communication.
Lack of refreshers
High repetitive and common mistakes arise due to lack of updates and inconsistent information flow in the organization is the biggest challenge for CX leaders today to which LMS learning management system can help.
Managing ramp ups during peak volume
Businesses generate most of their revenue during sale seasons. Readiness of agents for high volume of customer interaction across channels is critical. If agents are not trained enough to tackle customers’ intricacies, it's a challenge for CX leaders.
Ambiguous information delivery to customers
Agents work in shifts, and at times, one agent gives some information which the other agent contradicts. This can be critical and a milestone for poor service quality.
Agent turnover is high and expensive
New agents take longer to resolve issues, longer to finish after call work and in general are less efficient thus service level will decline.
