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6 ways PlayVox Learning makes it easier to train

6 ways PlayVox Learning makes it easier to train

[fa icon="calendar"] Nov 15, 2012 11:22:58 AM / by Briana Songer

Briana Songer

Training is tough
Whether its constant agent turnover, a lack of funding and/or material, a training manager must maintain effective training, as it is a difficult, but crucial aspect to master if the company is to grow and succeed. Your team is in direct contact with the demands of your customers and are crucial to customer satisfaction. If an agent is confused about the product lines, promotions and other configurations, you can be sure the customer will realize it.

The PlayVox E-Learning application recognizes these common training struggles and constraints and has been developed to help make the training system have more continuity, and be more interactive and transparent.

Training is tough

Whether its constant agent turnover, a lack of funding and/or material, a training manager must maintain effective training, as it is a difficult, but crucial aspect to master if the company is to grow and succeed. Your team is in direct contact with the demands of your customers and are crucial to customer satisfaction. If an agent is confused about the product lines, promotions and other configurations, you can be sure the customer will realize it.

The PlayVox E-Learning application recognizes these common training struggles and constraints and has been developed to help make the training system have more continuity, and be more interactive and transparent.

1. Create the Context

Especially before taking or making calls, agents need to immediately be up to date about product and promotional documents. Trainers can use the learning tool to create or upload content that the team can see. Mold the content into classes and courses and either publicly or privately make them available.

2. All in one place

Searching through material when trying to find a particular item is frustrating and daunting. The learning app consolidates everything into one spot, saving the team leaders and agents time searching through various applications. Make them easy to search for based on their date, difficulty level or type of skill.

3. Real-time

Users can immediately see when a new course has been published, ones that are waiting to be taken, and if they have a recommendation to take a course. The notification will be visible until the course is completed, saving the trainer time when following up on their team.

4. The Human touch

Unfortunately, early technologies have overlooked a critical ingredient: people. The systems that support call centers have focused on technical systems and technologies such as ACD, CTI and IVR. PlayVox E-learning not only complements these technologies by providing a variety of ways to train agents, but adds the human factor back in. Scores and analytics are transparent to the agents, meaning, they have the opportunity to see their own progress and areas that still are in need of work.

5. Motivate them

Even the smallest recognition is important. PlayVox learning helps ensure a positive and transparent learning environment by making it easy to recognize achievements. Agents who successfully complete a quiz gain points and medals. Supervisors and team members can see their success and acknowledge them with a community wall post. Finally, learning points and medals are all publicly ranked, helping motivate others to personally improve performance.

6. Analyze it

Embedded metrics provide Trainers with a 'quick view' about their team's current learning performance. They can track and evaluate scores, see a breakdown of course details and then give individual or group feedback based on the results. You can see individual class details, along with their quiz scores and answers to get a picture about coaching those that need extra help.

Customers need fast answers, reliable information about promotions and other details. Since Training and Coaching is not an easy call center task, it can be detrimental to customer satisfaction. PlayVox Learning is inspired to change the common call center training problems and make life a little easier.

1. Create the Context

Especially before taking or making calls, agents need to immediately be up to date about product and promotional documents. Trainers can use the learning tool to create or upload content that the team can see. Mold the content into classes and courses and either publicly or privately make them available.

2. All in one place

Searching through material when trying to find a particular item is frustrating and daunting. The learning app consolidates everything into one spot, saving the team leaders and agents time searching through various applications. Make them easy to search for based on their date, difficulty level or type of skill.

3. Real-time

Users can immediately see when a new course has been published, ones that are waiting to be taken, and if they have a recommendation to take a course. The notification will be visible until the course is completed, saving the trainer time when following up on their team.

4. The Human touch

Unfortunately, early technologies have overlooked a critical ingredient: people. The systems that support call centers have focused on technical systems and technologies such as ACD, CTI and IVR. PlayVox E-learning not only complements these technologies by providing a variety of ways to train agents, but adds the human factor back in. Scores and analytics are transparent to the agents, meaning, they have the opportunity to see their own progress and areas that still are in need of work.

5. Motivate them

Even the smallest recognition is important. PlayVox learning helps ensure a positive and transparent learning environment by making it easy to recognize achievements. Agents who successfully complete a quiz gain points and medals. Supervisors and team members can see their success and acknowledge them with a community wall post. Finally, learning points and medals are all publicly ranked, helping motivate others to personally improve performance.

6. Analyze it

Embedded metrics provide Trainers with a 'quick view' about their team's current learning performance. They can track and evaluate scores, see a breakdown of course details and then give individual or group feedback based on the results. You can see individual class details, along with their quiz scores and answers to get a picture about coaching those that need extra help.

Customers need fast answers, reliable information about promotions and other details. Since Training and Coaching is not an easy call center task, it can be detrimental to customer satisfaction. PlayVox Learning is inspired to change the common call center training problems and make life a little easier.

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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