Digital training software for CX
Digital training software solutions enable you to train, educate and motivate your call centre staff through online training and assessment tools.
Traditionally you would have heard the term Knowledge Management Systems (KMS) or Learning Management Systems (LMS) and more recently terms like e-Learning, video lessons, Microlearning and Micro-bites and even Virtual Reality (VR) are entering the mainstream.
In our experience, the Knowledge Management systems are designed to provide information to agents in fast (real-time) settings making them ideal for call centres with proven benefits to reducing talk times and improving the customer experience. You can read more about the benefits in this article.
What are some of the available options with digital training software solutions?
E-Learning, Microlearning, video lessons etc are typically used to train agents either new to your centre (e.g. induction) or as part of a structured learning program and are usually conducted offline although some systems will allow (and encourage) training during quiet times on the phone.
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Experience with call scripts, online user guides, crowdfunding pitch, book and report writing (ghost writing), blog posts, instructional writing.
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