How to select an LMS for contact centre training
Customers expect excellent customer service when dealing with your company. In fact, offering excellent customer service is the most important thing you can do to gain customer trust and loyalty.
But knowing that customer service is essential to growing your business and achieving great customer experience are two different things. It can be difficult for businesses to meet the high expectations and increasing demand of their customers. The problem is that while 75% of brands measure customer engagement, those same brands cannot define what it is.
That’s where customer service training comes in. When it is implemented effectively, it provides your company with the resources and insight needed to optimize the customer experience during every interaction. And to deliver effective and efficient training, you need an LMS.
What is the Purpose of an LMS?
An LMS [learning management system] is a centralized, all-in-one training solution that makes it easier to manage, track, and achieve your learning goals. Companies use LMS platforms to help them deliver employee, partner, and customer training anywhere and at any time through course management and a blended learning experience.
An LMS helps businesses facilitate instructor-led training (ILT) by integrating with popular webinar tools to streamline the creation, attendance, and delivery of courses. You can manage multiple training sessions at once and allow users to choose the course, type, and style of learning best suited to them (document, presentation, video, audio, webinar, live training, etc.).
Think of an LMS as a vast online environment ideal for dynamic and on-demand education. As an engine that powers eLearning, LMS helps companies:
- Identify gaps in training and learning.
- Create, manage, and deliver education courses and training programs.
- Automate and scale to meet specific training needs.
- Track, document, and report on training effectiveness.
13 Essential LMS Features You Should Look For
The goal of an LMS is to make life easier when it comes to training. But that’s only if you deploy the right LMS for your business. In particular, a call center LMS requires specific features that you might not find on every platform.
So, how do you choose the right LMS? There are a few essential LMS features every call center needs to take their training, education and customer experience to the next level.
The most important LMS feature is the ability to build, manage, and distribute diverse training courses. Not only should there be an easy to use platform for creating courses, but you should also be able to adjust courses smoothly and quickly as needed. Management should be seamless and effortless—you want to be able to upload, edit, and publish courses in a matter of minutes.
Look for a learning management system that allows you to:
- Drag and drop content into courses.
- Create dynamic learning through various content formats, such as Word, PowerPoint, PDF, video, audio, etc.
- Offer blended learning through webinars and live training sessions.
Beyond the ability to create and manage courses, your call center LMS should help you manage users. You should be able to create different user roles, assign groups, and quickly organize users into segments set by department, team, role, location, etc. This LMS feature will save you time by automating user management as needed.
Specific user management features include:
- Role Assignment: Set users as administrators, managers, instructors, or learners.
- Task Delegation: Allow managers and instructors to oversee and report on their assigned users to manage coursework, provide feedback, and facilitate training.
- Group Creation: Save time by creating groups and instantly assigning courses or learning paths based on needs.
- Intuitive Interface
A call center LMS is as effective as its ability to be customized. You want to select a user-friendly system that can be adjusted to meet your needs. That’s why an intuitive interface that is compatible with popular authoring tools (Adobe Captivate, Articulate Storyline, Elucidate, etc.) and allows you to upload SCORM and xAPI files is essential.
It should be easy not only to upload new courses, but also to adjust your courses and enrollments at any time. Look for an LMS that allows you to:
- Swap files without altering your courses.
- Instantly troubleshoot SCORM or xAPI files.
- Access and interpret xAPI statements from your learning record store (LRS).
The most effective training engages employees and keeps them entertained. That’s why it is essential that your call center LMS doesn’t solely rely on eLearning. It should also allow you to offer instructor-led training to create a blended learning experience.
Call center LMS features for blended learning include the ability to:
- Schedule and add LIVE training sessions to every course.
- Create, schedule, and manage multiple training sessions at once.
- Coordinate LIVE training sessions across multiple time zones.
- Send out notifications and reminders for LIVE training.
If you want to be able to train people more rapidly and easily, you need to be able to create learning environments for various audiences. You should be able to offer a different learning portal for employees, partners, and customers all from a central location. Each portal should be completely customizable to its audience and should allow you to set different users, admins, managers, and instructors for each.
This LMS feature should include the ability to:
- Copy courses to different portals quickly and easily.
- Manage different audiences and their access to courses and enrollments.
- Encourage conversations between users via knowledge forums, discussion boards, and topics.
Engaged learners are more effective learners. To engage your employees throughout their training, look for an LMS that gamifies the training experience. For example, you should be able to set goals and milestones and then recognize learner achievements to motivate and encourage users.
Potential types of gamification for your LMS, include:
- Badges that are awarded with every learning achievement.
- Points that can be used to level up after completing activities.
- Leaderboards to highlight top performers.
- Reporting to monitor all gamification activities in one dashboard.
To ensure your learners are understanding and retaining the information presented in your courses, you need to be able to add exams to courses. The idea is to be able to automatically test learners and gain performance metrics. Then, use that knowledge to determine who passed, failed, and where training can improve.
- The LMS examination feature should include:
- The ability to choose between multiple question types: multiple choice, true or false, and / or fill-in-the-blank.
- Essential reporting data on exam results.
- The option to certify your users after successfully completing a required set of training courses.
A fully functional call center LMS should offer insightful and actionable reports. You need a way to track your company’s progress toward training goals. Not only should you have access to reporting on user progression and exam results, but you should also be able to track and report on survey responses and training histories.
And when it comes to reporting: the more data, the better. Look for LMS reporting that includes the ability to:
- Apply data filters so you can customize your reports to get the most valuable information for your needs.
- Automate and schedule reports on a daily, weekly, or monthly basis.
- Export and share reports via Excel or PDF.
Your LMS should not hold itself separate from other platforms and solutions within your organization. Ideally, it should have the ability to easily share data across your systems through integration. With the appropriate integrations, you should be able to eliminate repetitive tasks and automate training, data synchronization, and enrollments.
There are a variety of systems that your LMS should integrate with. For example:
- Webinar Tools: GoToTraining, GoToWebinar, GoToMeeting, Zoom, Adobe Connect, Cisco Webex, etc.
- HR Systems: Paycor, Gusto, BambooHR, etc.
- Task Management Tools: Zapier, GSuite, Office 365, etc.
- Customer Service Tools: Zendesk, Hubspot, Olark, etc.
- Social Media: Twitter, LinkedIn, etc.
- CRM: Salesforce, Mailchimp, Zoho, etc.
- Payment Gateways: Paypal, Stripe, Shopify, etc.
Finally, check to ensure that your call center LMS offers RESTful API integration. What this means is that you can push and pull data directly from your LMS and into any 3rd party system.
Additional LMS Features
There are many additional LMS features that can be helpful for contact centers. They include:
- Learner Feedback: If you want to know if your LMS is effective, you need to know what learners really think. There should be a way for your LMS to gather insightful feedback about their course experience and trainers via surveys.
- Mobile-Friendly: The best learning management systems allow you to train at any time and from anywhere. Look for a system that is mobile-friendly and offers on-the-go learning through an app. It should be able to function completely on any type of device, including desktop, mobile, and tablet.
- Branding and White-Labeling: When offering training, you want it to reflect your business. Look for a system that you can configure and brand with your logo, colors, images, custom URLs, etc. The idea is to be able to create an environment that your audience recognizes immediately.
- Language Support: If you have a global call center, offer training in the user’s language: English, French, Chinese, German, Spanish, etc.
Inside Scorebuddy's LMS for Call Centers
Scorebuddy has brought together its comprehensive contact center quality management solution with a new learning and development solution: Scorebuddy LMS™. This single platform solution offers contact centers the ability to perform QA alongside a fully featured LMS and a rich library of curated content inside the Scorebuddy Academy™.
Scorebuddy’s LMS is easy-to-use and helps contact center managers and quality assurance managers deliver effective and accurate call center training. Users have easy access to a wide range of training content and curated expert courses to educate and certify their teams. Features include:
- Create your own branded LMS Portal
- Blended Live and online courses
- Full Track and Report features
- Basic Authoring tool
- Fully SCORM and xAPI compliant
- Exams and Assessments
- Learning Paths
It’s learning as it should be—in an all-in-one, powerful solution. Scorebuddy is the first of its kind, fully integrated contact center quality, customer sentiment, and learning & development suite. For more information on Scorebuddy, Scorebuddy LMS™, and Scorebuddy Academy™, visit https://scorebuddyqa.com