We have been told “Knowledge Is Power” but we may not have given a thought whether managing that knowledge is crucial have we?. KMS stands for “Knowledge Management System” & LMS stands for “Learning Management System”.
What is Knowledge Management?
Knowledge Management is the creation, gathering, sharing of information amongst employees and the organisation as a whole in general. It is a systematic way of building a foundation of data that can be utilized and accessed adequately.
Benefits Of KM-
Optimal System
Data and information is always at large scale in big organisations hence it’s really convenient for employees to have a proper system which creates all that they need. It saves up a lot of time which in turn boosts productivity.
Cross Department Learning
There are different departments in any organisation ranging from operations to marketing to finance and so on. If any department wants to have a piece of cross project they can have so with ease.
Problem Solving
Knowledge Management is an excellent practice when it comes to solving problems or making decisions in an expeditious yet efficient way due to the availability of data first hand.
What is a Learning Management System?
LMS in layman terms is a source of online learning which helps deliver courses, learning & study material with easy management of all the sources and the software automates all the tasks. It can be used by businesses, government, e-learning institutes such as byju’s, khan academy etc.
LMS can be used for
Employee Training
Education Purposes
Knowledge
Monitoring Progress
Delivering Courses
Content Updates
Benefits Of Using an LMS in Call Center-
Precise Learning
Learning or training itself is a tedious task and if you combine content with what's needed with what's not, it tends to create a mess and inefficient training system. LMS helps you provide target learning where the agents are taught with exactly what they need to learn. LMS can
Reduced Training Time
LMS provides a seamless yet quicker training due to learning and the accessibility of content online.
Progress Tracking
Learning and Training is a constant progress which requires tweaking and changes midst the whole process and whatever gets measured gets managed. You wouldn’t want your employee’s training to just start and end without any idea of how they are doing and LMS allows for easy tracking of progress which allows for adequate changes.
Lower Training Cost
In person and on field training takes much more substantial time and money to put in work but with LMS you can not only cut the cost due to everything being online but simultaneously save on time without compromising on the quality and efficiency.
Accessibility
One of the best things about LMS is that the content can be accessed any time and how many ever times the agent wishes to go through it. It provides so much more flexibility and the training can go on during work time too.
Customer Service Training With KM & LM
KM and LM are excellent tools when it comes to training agents for adequate customer service. They give you an insight of customers’ purchasing behaviour, preferences, current trends and train the employees to use the same to provide and a seamless customer support.
Agents learn how to provide personalised experience.
Strategies to tackle the problems.
They help in developing soft skills.
It helps in keeping up with competency with consistent tests and certifications.
Increase customer engagement and retention.
It provides training in the user’s native language.
They include mobile learning so that’s a big one for convenience & flexibility.
KaptureCRM delivers Knowledge Management and Learning Management Systems through it’s Kapture One Suite which helps your agents get prepared for tackling any query or problem and it assists them certify and gain credibility.
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