What is LMS or a learning management system?
A learning management system or LMS is an eLearning software that is used for various learning administration processes like training, tracking, reporting and delivery of educational content. It ensures an effective learning environment for organizations. Training a remote workforce using LMS is one of the best ways businesses can achieve accessible training
How a LMS System eases customer support training -
Organizes all the learning content on a single platform
Having an LMS for customer support training enables businesses to keep all the eLearning material in one place. And when the content is stored on a cloud-based database it becomes even more easier for learners to access. Using an LMS also reduces the risk of misplacing eLearning content over various storage devices. One of the best features of Kapture's LMS is that it can store huge amounts of eLearning content that is easy to access.
Can easily track and assess learners progress
It enables businesses to keep track of help desk agent’s progress and help better analyse if the learner needs more help when it comes to understanding the content. The right LMS databases can help you check upon learner activity for ex- if the user has been keeping track of lesson plan updates or not, or if the user has finished a certain quiz, etc.
Decreases learning time
Instead of sitting down and watching hours and hours of lectures or reading lengthy customer service training books your agents can just log in and access the organized modules that are easy to understand. Using an LMS saves huge amounts of learning time as everything is easy to understand unlike traditional methods of learning. Customer service training takes a lot of time and hard work but with the right software like Kapture LMS the learning process not only becomes fun but also becomes easy.
What is a KMS or a knowledge management system?
As the name suggests KMS is a system that helps organizations manage information. The knowledge managed can rage from educational information to information related to services or products being offered. It is a one stop solution that ensures effective sharing of information within an organization. Knowledge management for contact center performance helps businesses not only save time but also paves way to effective learning.
How Knowledge Management has reinvented customer service training-
KMS helps trainers provide quick training to learners
When training customer support workforce learners might feel fatigued and tired if they sit for long periods of time and this is even worse if they are sitting in front of a screen. Since KMS has an extremely large and organized database it becomes easy for trainers to teach and solve doubts by accessing the knowledge database. Learners can skip traditional approaches that are tedious and learn better with the help of a knowledge management system.
Knowledge management helps learners help themselves.
Unlike traditional knowledge management services that are limited because of physical barriers KMS is accessible from anywhere. These systems also enable businesses to facilitate an any time learning mode through which users can help themselves out by accessing it whenever they need it. It also provides access to an in-depth understanding that helps users understand better.
KMS helps users learn effectively
It helps businesses or trainers to actively engage trainees in a better learning environment which increases their productivity levels. This not only helps in increasing engagement levels but also leads to better end results which means that your customer service agents learn the content better and showcase that in their customer interactions which ultimately leads to satisfied customers. Kapture’s KMS software not only improves their first call resolution but also makes them much more efficient and productive.
Caters to all kinds of learner needs
Be it time or place of availability a well managed knowledge system caters to all such needs and wants of users. Here your trainers can upload modules that can be accessed any time and completed any time by your customer service workforce. This ensures flexibility for learners which makes the learning convenient.
Having efficient remote training facilities is very important especially at times like this to know more about the role of KMS & LMS in customer support training click here for a demo.
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