Role of KMS and LMS in training customer support workforce

 

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 -

1. 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.

2. 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.

3. 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- 

1. 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.

2. 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. 

3. 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.

4. 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.

Understanding the role of LMS and KMS in sales and customer service

 

What is Knowledge Management? 

In simple words, a KMS or a Knowledge Management system like the name suggests is a structure that stores and retrieves knowledge in order to provide users a better understanding, process alignment, and collaboration. Not only is a knowledge management system useful for organizations but also helps businesses build more informed customers. In addition to this knowledge management systems play an important role in building the efficiency of businesses when it comes to decision-making. They enable enterprises to build a smarter and much more efficient workforce who are informed. These systems tend to increase an organization’s profitability in the long run. 

Benefits of Knowledge Management

1. They provide quick solutions and reduce customer wait time 

Customers want to save time and feel frustrated when they get slow responses due to the limited availability of customer service reps. Having a Knowledge management system that is available to everyone at any given time no matter day or night not only eliminates this tedious process but also saves businesses money and time. Your customers can access the knowledge base and skip traditional approaches that are tedious and slow. 

2. Knowledge management help customers help themselves

Customers these days prefer services that are available 24/7. Knowledge management systems not only help customers help themselves but also enable any time support. By using a KMS customers find their own answers for simple how-to queries which leads to a drop in the tickets being raised. In addition to this, knowledge management systems also provide customers with much more detailed information that helps them in making decisions.

3. KMS increases agent efficiency

Having a knowledge management system enables businesses to actively engage employees in enterprise operations. It helps businesses keep their employees updated and fully aware of recent updates, recent regulations, new guidelines,  use-case scenarios, etc. Kapture’s Knowledge management system helps the service agents to have a convenient and quick reference hub to deal with challenging customer queries. In addition to this, it also helps businesses increase their First Call Resolution rates. 

What is Learning Management? 

LMS or a learning management system is a virtual learning platform that manages various training efforts of organizations. It is used to plan, execute and analyze the learning processes of organizations. These kinds of systems help businesses or schools register an eLearning process that helps track learner history, track learner progress, documentation, administration, etc. Learning management systems can be used in school setups as well as business spaces. They help users learn specific subjects at their own pace which makes the learning process even more convenient. 

Importance of LMS Customer Support

1. They help reduce training costs 

Since eLearning does not require infrastructure or resource persons like trainers and teachers it saves organizations from spending huge amounts on learning facilities.  When organizations replace an employee they don’t have to provide the new employee with extra training, they can give them access to the learning management system and like this businesses can save both time and energy. Learning management systems like Kapture's help businesses opt for a more cost-effective learning process. 

2. They facilitate flexible learning

Unlike traditional methods of learning that are limited to a classroom or confined to training spaces, learning management systems are accessible from any geographical location. In addition to this, they are also available at any given time day or night as a result of which users can have more flexibility. Kapture’s LMS not only facilitates flexible learning but also makes the process more efficient by keeping a track of users’ progress. 

To know more about how you can implement LMS and KMS in your organization click here for a demo.

Training customer support agents with an efficient LMS module

 LMS is the abbreviation for “Learning Management System” and it's a software which is used for online learning, providing courses, certifications, content updates, employee training &  it allows for easy management of all the data.

 

Ways To Use Your LMS To Improve Customer Relationships 

• Customer Training 

Customer Training is really crucial because you can have the most innovative and splendid product in the market but if your customers do not know how to use it, it’s not gonna do well in the market. It’s inevitable for them to not have doubts and it’s only imperative for companies to make sure they get solved. 

• Onboarding

They say “First Impression Is The Last” and rightfully so. Customers’ first experience is paramount. LMS helps customers get started on the right foot by customizing or personalising their tutorials regarding the product uses. 

• Feedback 

With LMS you can have an amazing feedback system regarding all the training, modules, courses and make sure the delivery of all the content matches with what customers expect.

• Gamification 

Gamification is the process of using rewarding gaming elements in non gaming contexts. It has been gaining popularity in LMS systems recently. It gives rewards after customers complete a training or a certain level and that when we are rewarded there’s dopamine release which makes the customers feel good. 

Advantages of Learning Management Systems

• Better Organisation 

With LMS you can have all your content & training at just one point and it is highly convenient for the customers and also easier for the companies to manage, tweak and update the content however needed.

• Unlimited Accessibility 

Customers can pretty much access the content and have their training whenever they want and however they want. There are no restrictions on the accessibility which makes LMS one of the most convenient training systems. 

• Creative Content

Tutors can add various visuals, texts, images to the courses which makes them so much more interesting and it creates a better engagement for the customers and a positive learning curve. Customers can also take quizzes and tests to see how well they are doing. 

• Less Training Time 

LMS provides a unique learning experience where all the content is at one place and also instead of boring online lectures, courses are optimised to keep the learner glued to the screen, in a good way of course! There’s efficient learning rather than just learning. 

• Progress Tracking 

To go where you want to dream of going, you need to know where you are in your journey. LMS helps and provides you with the precise tools which you can use to see how far off you have come in training and how further you need to head. 

Why A Learning Management System Is Important In Customer Support?

• Reduced Training Costs

In Person training costs substantially more than online training and it’s evident online training is actually more convenient and effective so win win for both.

• Soft Skills 

It’s imperative to have good domain skills but with time need for soft skills especially in customer support has become really prominent due to high interaction rate and LMS provides optimal training to make sure agents are well equipped in every area.

• Competency Tracking 

The market is robust and so are the customers’ purchasing behaviours, trends so it only makes sense to make sure your agents are competent enough to tackle all the programs and are up-to date with all the knowledge & information. Through tests, quizzes & certifications agents can be consistently tested. 

• Multilingual Training 

One of the best features of LMS is that it has the ability to train the user in his or her native language which becomes a huge convenience and eases the learning curve by miles. 

• Customer Retention 

At the end of the day, every company wants customers to stay and bring in more leads and with LMS’ training modules and courses agents become proficient in customer service which helps them provide a great experience to the customers.

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.