Productivity is easy to overlook in a busy customer service department.
You know how it is. Your customer service agents have a constant slew of interactions to handle across multiple channels (calls, live chat, emails etc.). Your team leaders are addressing issues and resolving problems to keep agents working at their best. And managers are rushed off their feet just trying to keep everything running smoothly.
This means productivity rates can become lost in all this chaos before you even realize. Your team may seem to be doing a good job, yet they might be able to do even better if you can find a way to increase productivity.
Good training plays a key part, but how? And what role does a quality LMS take in boosting productivity?
Let’s find out …
Maximize Employee Engagement to Increase Productivity
Good customer service is vital for all businesses across all sectors. Whether you specialize in accounting, HR solutions or any other service companies rely on, your support agents must deliver a quality experience for every single customer.
But they have to make sure they’re handling as many interactions as they can, resolving problems effectively and avoiding backlogs of support requests whenever possible. Good productivity is harder to achieve, though, if your customer service team isn’t as engaged as it should be.
While more than 30 percent of U.S. workers are classed as ‘engaged’ in their jobs, that still leaves plenty of room for improvement. And with over 16 percent feeling ‘actively disengaged’, it’s likely at least some of your employees are disconnected from their work.
Integrating an LMS into your everyday operations will help you engage employees by improving their skills and encouraging them to grow. But as they can undertake learning sessions at their computer — without needing to sit in a stuffy conference room for hours — they’ll get to progress at their own pace.
Tailored training and recognition
You can make the learning process more engaging by tailoring content directly to customer service agents’ personal weaknesses (based on performance data measured by specific metrics). Quizzes test their knowledge in an interactive way and encourage them to keep improving to attain a better score too.
As managers and team leaders in your customer service department can track progress with ease, employees will receive more recognition for their achievements. That serves as more of a reward for the time and effort they invest into honing their skills.
Basically: if your workers are more engaged, they’ll feel more motivated to be productive.
Build personal relationships through feedback and coaching
Delivering employee feedback and coaching is essential in any business, especially when looking to increase engagement and — as a result — productivity.
Members of your management team, supervisors or admins should provide every employee with feedback based on their performance (in terms of their learning progress and customer interactions). Feedback sessions are an ideal opportunity to discuss how effective learning content is, what lessons have been learned and what their next goals should be.
Positive, constructive feedback with the aid of an LMS can improve productivity: staff-members will feel more personally valued, engaged and encouraged to work harder. You’ll create a more focused team overall and foster a greater work ethic.
Coaching aims to motivate workers further, driving them to keep aiming for their best and meeting certain criteria between sessions. Managers can track learning progress and send coaching advice whenever it seems necessary.
Give Workers Unique Goals to Achieve
Another way your LMS can boost productivity is through creating individual goals for each employee.
Managers, team leaders / supervisors and admins will have access to data charting workers’ progress. You’ll see which learning sessions they’ve undertaken, what score they achieved and where they went right or wrong. This makes it far easier to spot who can benefit from closer attention and who deserves recognition for their growth.
Send targeted training content, quizzes and objectives to different members of your business’s customer service team to help improve specific skills. By creating unique goals, you’ll be establishing a stronger sense of purpose, making their progress more concrete and increasing productivity effectively, rather than telling them to just ‘get better’ in an abstract way.
Streamline and Automate In-house Learning
Your in-house learning will become much more efficient when you start using an LMS. The entire process of managing training programs is streamlined significantly, providing custom dashboards and increased data visibility for all employees in your business.
The best LMS makes automating certain tasks quick and simple, to cut down on wasted time. Employees will be able to focus on the most important aspects of their job without being distracted, boosting productivity for the entire team. Your customer service agents should be able to work in a much more fluid way too, transitioning from one interaction to another with less need to handle non-essential tasks.
As learning sessions are sent to employees directly, workers will develop their skills and absorb valuable information in far less time than they would with traditional training. Think about how many hours or days you lose when you send members of your team on external courses.
That affects productivity and may leave some of your customers without the level of responsiveness or service they expect. Employees could feel overworked and stressed too, leading to shortened tempers and possible mistakes — both of which could chase clients away.
Investing in an LMS for your business’s customer service department is a major step towards boosting productivity in the long run. A good LMS equips you with fast, simple ways to track workers’ learning progress, set goals, communicate, collaborate and more. It’s a unique virtual learning space for your company.
This personalized approach allows you to strengthen employee engagement and increase recognition too, establishing a regular pattern of rewarding good performance. And as your customer service department feels more valued and respected, they’ll genuinely want to do a better job overall. That means your clients will receive better support and, hopefully, show more loyalty to your brand.
What steps have you taken to improve productivity in your workplace? Share your thoughts and ideas with us below!