Agent training
Increase customer satisfaction by empowering agents with fingertip access to relevant training and knowledge without "taking them off the phones".
Elevate your agents' skills.
In today's fast-paced tech environment, staying ahead of the curve is vital.
Our specialized Agent Continuous Learning Campaign (ACLC) offers a comprehensive suite of tools that not only keeps your agents updated but transforms customer satisfaction.
From First Call Resolution (FCR) Learning Campaigns to preemptive application update alerts, QA remediation, and New Hire Soft Skills and Technical Training, you can ensure that your team is always on their A-game.
Master new skills every week with our unique learning approach.
The challenge of continuous skill development is real, and we've addressed it head-on.
Our Learning Campaigns are designed for 5-20 minutes of weekly learning, containing lessons, activities, assessments, and coaching.
This unique approach ensures that learning never stops so agents are continually building their skills.
Think of a workspace where agents can practice their support skills without taking them out of their support 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.
Transform one-size-fits-all training with customized coaching.
We understand that one size doesn't fit all.
That's why the ACLC supports demonstrations of learning, personalized coaching, and mentoring.
Agents can sign up for coaching as they need it by securing time on their team lead’s integrated calendar. These skills evaluations provide agents with the opportunity to receive feedback and apply it right away.
Increase customer satisfaction and boost efficiency with Knowledge Accelerators.
Customer service is the backbone of any successful business.
Our highly rated course created by Knowledge Accelerators, hosted on Coursera, provides your agents with the fundamentals they need to understand the world of customer support.
Offer your agents the abridged version of this popular course that has been customized and tailored to meet the unique needs of your support team.
Learn how to Accelerate Agent Training in your business.
In this no-cost, 45-minute assessment, we'll help you identify your training gaps and quantify the productivity impact.
