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What is LMS and How Does it Benefit Your Business

CX Culture

A Learning Management System (LMS) is designed to help businesses manage, deliver and measure its employee education.

 

It’s that simple. Rather than gathering your staff and cramming them into a stuffy conference room for a three-hour lecture, you can use an LMS to provide all the training your workforce needs at their desks. It’s fast, effective and convenient.

Everyone in your business can hone their existing skills, develop new ones and brush up on their product / service knowledge in far less time than with traditional training methods.

So, now you know what LMS is and why it matters, let’s take a closer look at how it can benefit your company in the long run.

 

Identifying the Learning Needs of Your Employees

 

A LinkedIn survey reveals a staggering 93 percent of employees would be willing to stay with a business for longer if it bothered to invest in their career. That’s a surprising statistic if you’ve ever questioned the worth of educating your workforce, especially those who seem keen to progress.

What-is-LMS-and-How-Does-it-Benefit-Your-Business?-06It also means many workers in your business probably want to be trained, not just to be a more valuable asset for your company but to broaden their prospects in the future. Making an effort to deliver in-depth training for your employees will only help them do their job better, no matter what that is.

In a customer service department or call center, it’s vital that workers have the skills to create a positive customer experience (CX) and encourage loyalty. In an administration role, time-management and strong organizational capabilities are key.

The list goes on. But knowing which skills matter most to the different positions within your business will help you strategize the best training for every worker. Think about the criteria employees have to meet to do their job successfully, and measure their performance in light of that. Study their results with the most appropriate KPIs in mind.

 

Why metrics matter

What are the best KPIs?

For example, customer service agents must be able to achieve high Customer Satisfaction (CSAT) Scores to help keep your audience happy and willing to keep coming back. Examining which agents have poor CSAT Scores will reveal who requires training to leave consumers with a better impression of your business.

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But other KPIs reflect different aspects of agents’ performance too. First Call Resolution (FCR), for example, is just one, while Customer Waiting Time, Abandonment Rates, Calls Answered Over Time and Average Handling Time all matter too.

Determining where agents are succeeding or failing tells you which actions to take to educate them.

 

Sending Targeted Training Through Your LMS

 

The best Learning Management Systems empower yourself, managers and team leaders with the means to distribute targeted training to any employee at any level.

This is a major benefit for your business: learning materials can be sent directly to an individual’s workstation via the system, negating the need to pull them away from their work for a face-to-face session. They can learn at their own pace with minimal disruption to their usual routine.

You can equip your workforce with all the educational information they could want, and give them access to in-depth learning lessons designed to suit their specific role. That means no more spending big bucks bringing training experts in for group sessions, with no real idea how relevant or effective they’ll be. No more losing staff for hours or days while they attend courses.

All your training can now be performed in-house, in a simple, streamlined process.

 

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Track Employee Progress and Learning Efficiency

 

A key part of an effective LMS is the ability to track employee progress. You want to know the training you’re creating and distributing to workers is actually of some value. You want to see whether the lessons they’re learning are rubbing off and finding their way into everyday work.

The best LMS makes tracking your team’s progress quick and easy: the data is right there on your dashboard, accessible within seconds. You can choose to make this visible to any other managers, team leaders or admins you like without fuss.

When you review progress, you’ll find deciding whether to keep your current training strategy or try something more effective easier. Businesses which subject employees to occasional training sessions (maybe once every six months or less) may do so as a formality, and have no real way to measure their impact.

With a great LMS, you have all the fundamental performance data at your fingertips, and you can find out what they’ve learned by distributing quizzes too.What-is-LMS-and-How-Does-it-Benefit-Your-Business?-04

Monitoring worker’s development will reveal which employees are learning from their lessons and which may need further attention. Again, it’s about managing the needs of the individual as much as the team, and taking personal differences into account. Simply assuming all team-members can learn at the same pace and grow in an identical way is a big mistake.

This ties into your feedback and coaching too. Both are essential aspects of good management. Providing honest, constructive feedback raises employees’ awareness of their mistakes and strengths, while coaching helps them develop over time.

Sessions may focus on different elements of their customer-service skills or anything else relevant, reinforced by the learning lessons available at their desk.

Implementing ongoing quality assurance and performance campaigns into your everyday operations is ideal for staying on top of your employees’ learning. You’ll get to measure performance through various metrics and tailor further training to accommodate shifting results.

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Conclusion

An efficient LMS can make a huge difference to your business. While we all want to believe we have the best staff, the truth is that even the best teams have room for improvement.

Utilizing a cutting-edge LMS equips managers, team leaders and admins with the flexibility to help workers grow through targeted training. Employees at all levels can access their learning materials within a click or two, increasing their value to the company one step at a time.

You can track their development at an individual and team level too, determining how effective training is for different personalities. Everybody wins: your employees will perform better than ever; you’ll gain a better workforce; and your customers will enjoy a stronger standard of service, encouraging more loyalty and — ideally — boosting revenue.

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Have you started to use an LMS in your business? What positive results have you seen? We’d love to know!

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