Seven ways elearning can deliver dynamism to your customer service culture
- The current trend to customer self-service will lead to a shift in agents handling more complex (and emotional) calls
- A positive learning culture with regular and effective communication is essential to keep contact centre staff knowledgeable
- Give customers and staff a shared elearning experience - engaging elearning helps build and maintain product knowledge
The Institute of Customer Service recently revealed that one in three organisations are slashing their customer service training budgets to save costs in the recession. But how else do you keep knowledge workers knowledgeable?
According to Lars Hyland, it requires a learning culture, regular and effective communication, as well as efficient performance support tools that staff can reliably trust and use with confidence.
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