The best learning management system (LMS) you can select for customer service must be useful and engaging for employees to get the most out of your training investment.
If the content and the delivery don’t pull in employees, their interest will wane and they may not absorb the knowledge you expect them to gain.
Here are some critical considerations to help you weigh the best options when rolling out e-learning content and measuring a LMS for existing and new customer services reps:
- Give employees a chance to learn at their own pace.
- Establish a plan and goals for how you will measure improvements in how well customer reps address customers’ questions over the phone.
- Track how customer satisfaction scores and whether they improve after the training.
- Determine whether employees seem to do a better job handling difficult customers.
- Track reductions in the time it takes to resolve customer’ issues and concerns.
A learning management system should be able to adapt to the content needs of different industries, including company culture and size.
Companies should be able to rely on the LMS – whether it’s focusing on customer service reps who only handle calls, those who correspond by e-mail and employees trained to deal with customers face-to-face.
Additionally, a learning management system should also offer many of the following options and features:
- Practical video-based teaching
- Interactive exercises that include some humor
- Online tools that are easy to use
- Multiple courses that match your training goals
- Relevant questions
- Quizzes with minimum scores a customer rep must reach to complete each module
- Ability to easily review topics for extra help
- Certificates of Completion (per course)