Elevate your agents' skills
In today's fast-paced tech world, staying ahead is crucial. Our Agent Continuous Learning Campaign (ACLC) provides tools to keep your agents updated and boost customer satisfaction. From First Call Resolution (FCR) Learning Campaigns to update alerts, QA remediation, and new hire training, we ensure your team excels.
Master new skills weekly with our unique learning approach
Continuous skill development is a real. Our 5-20 minute weekly Learning Campaigns include lessons, activities, assessments, and coaching. This ensures ongoing learning, so agents constantly improve their skills without leaving their roles.
Integrate engaging real-world practice
Listening to calls and practicing scenarios is the best way to guide your new and struggling support agents. After all, “You are what THEY hear.”
Integrated machine learning and AI functionality allows agents to evaluate their verbal and written tone to ensure satisfying customer interactions
From generic training to customized coaching
We know one size doesn't fit all. The ACLC offers personalized coaching, mentoring, and learning demos.
Agents can book coaching sessions via their team lead's calendar, getting immediate feedback and applying it right away.
Increase customer satisfaction and boost efficiency with Knowledge Accelerators
Customer service is the backbone of any business. Our highly rated course by Knowledge Accelerators, hosted on Coursera, gives agents the fundamentals of customer support. Offer your team a tailored, abridged version to meet their specific needs.
Frequently Asked Questions
How do you deliver agent training without taking agents off the phones?
Knowledge Accelerators delivers agent training through short, 5–15-minute microlearning modules that fit directly into an agent’s workflow. Training can be completed between calls or during low‑volume periods, improving performance without disrupting service levels or customer experience.
How do you personalize call center agent training?
Training is personalized using agent quality scores, performance data, and call evaluations. Based on identified skill gaps, agents are automatically assigned targeted microlearning modules ensuring training is relevant, focused, and immediately actionable.
How does agent training improve call quality and first call resolution (FCR)?
Agents practice real‑world call scenarios and submit recorded interactions that are evaluated for accuracy, tone, and effectiveness. When improvement areas are identified, targeted coaching and learning campaigns are triggered helping improve call quality, first call resolution (FCR), and overall customer satisfaction.
Can agent training help reduce average handle time (AHT)?
Yes. By reinforcing best‑practice call flows, communication techniques, and real‑world problem‑solving scenarios, our agent training helps agents resolve issues more efficiently reducing average handle time while maintaining service quality.
Is this training suitable for new hire onboarding and experienced agents?
Yes. The Agent Continuous Learning Campaign supports both new hire onboarding and ongoing skill development for experienced agents, ensuring consistent performance improvements across the entire support team.
How often is agent training updated?
Agent training is delivered through ongoing learning campaigns with frequent content updates. This allows agents to continuously develop skills and adapt to new products, processes, policies, and customer expectations.