CUSTOMER SUPPORT CENTER TRAINING CHALLENGES “Qstream is simple to implement and easily adopted by participants. Participants like the competitive component of the program and leaders enjoy seeing the analytics as well as the ability to provide coaching with the program.” — Anonymous, G2 Crowd Reviewer The primary objective for a customer support center is to delight customers on every interaction to retain and grow business. Managing costs, staff turnover, and service level agreements interfere with the time needed to train service agents and keep them up to date. Time is Limited Information Overload Outcome-Driven Training It’s difficult to pull agents off customer calls for training when strict service level agreements (SLAs) are in place (e.g., reduction in wait time, call time, and call backs) A managers attention is divided between providing training, coaching and handling day-to- day issues such as scheduling, turnover and process changes High staff attrition results in a constant need to quickly onboard new employees to be “service ready” An overwhelming onboarding process risks the quick decay of knowledge if not reinforced Traditional training methods (classroom and eLearning modules) lack the agility to keep service agents up to date with new information There are high expectations to master both hard skills (knowledge, processes and technology) and soft skills (customer service, selling, objection and complaint handling) Agents are required to have a broad range of product and service knowledge across multiple business lines Delivery of classroom training or eLearning modules doesn’t prove that agents mastered the information taught in training NPS and resolution rates are lagging indicators of performance There is little or no visibility into individual knowledge and skill gaps to guide coaching interactions There is a disconnect between training participation and attainment of knowledge to have an impact on performance (agent proficiency levels versus first call resolutions, average call time, sales closed, decreasing escalations, etc.) Microlearning for Customer Support Centers: Improve Customer Satisfaction Through Precision Training Keep Agents Customer-Ready with Minutes-A-Day Learning Reinforcement
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CUSTOMER SUPPORT CENTER TRAINING CHALLENGES
“Qstream is simple to implement and easily adopted by participants. Participants like the competitive component of the program and leaders enjoy seeing the analytics as well as the ability to provide coaching with the program.”
— Anonymous, G2 Crowd Reviewer
The primary objective for a customer support center is to delight customers on every interaction to retain and grow business. Managing costs, staff turnover, and service level agreements interfere with the time needed to train service agents and keep them up to date.
Time is Limited Information Overload Outcome-Driven Training
It’s difficult to pull agents off customer calls for training when strict service level agreements (SLAs) are in place (e.g., reduction in wait time, call time, and call backs)A managers attention is divided between providing training, coaching and handling day-to-day issues such as scheduling, turnover and process changesHigh staff attrition results in a constant need to quickly onboard new employees to be “service ready”
An overwhelming onboarding process risks the quick decay of knowledge if not reinforcedTraditional training methods (classroom and eLearning modules) lack the agility to keep service agents up to date with new informationThere are high expectations to master both hard skills (knowledge, processes and technology) and soft skills (customer service, selling, objection and complaint handling)Agents are required to have a broad range of product and service knowledge across multiple business lines
Delivery of classroom training or eLearning modules doesn’t prove that agents mastered the information taught in trainingNPS and resolution rates are lagging indicators of performanceThere is little or no visibility into individual knowledge and skill gaps to guide coaching interactionsThere is a disconnect between training participation and attainment of knowledge to have an impact on performance (agent proficiency levels versus first call resolutions, average call time, sales closed, decreasing escalations, etc.)
Microlearning for Customer Support Centers: Improve Customer Satisfaction Through Precision Training
Keep Agents Customer-Ready with Minutes-A-Day Learning Reinforcement
QSTREAM BENEFITS FOR CUSTOMER SUPPORT CENTERS
Preparing Agents to be Customer Ready
Reduce Training Time and Cost
Identify Knowledge Gaps in Advance
Reduce time to minimum proficiency when onboarding new agents
Provide continuous training and reinforcement in the daily workflow to keep agents agile and up to date with the knowledge they need to be successful
Standardize training programs and measurement across remote teams and for different shifts
Decrease time away from customers with minutes-a-day learning
Focus on reinforcing the most critical knowledge, skills and behaviors that will affect SLAs
Engage agents with constant professional development to reduce turnover rates and hiring costs
Discover knowledge and skill gaps that take place at an individual, team and group level
Enable team leaderswith guided coaching recommendations
Use proficiency and engagement metrics as leading indicators of performance for future training needs
“The Qstream platform is intuitive, collaborative, and visually engaging. Our organization has used Qstream to combat the forgetting curve with our course content. I have personally seen it be used extensively for teaching and maintaining product knowledge or learning/practicing complex situations.” — Anonymous, G2 Crowd Reviewer
How can customer support center leaders provide a fast, fun, and engaging learning experience that supports a high-demand work environment to improve agent performance?
The answer is Qstream, a precision microlearning application that pushes must-have knowledge and skills training at scale to meet the learning needs of the world’s largest customer support teams.
ENGAGE
REINFORCE
ANALYZE
knowledge, skillsand behaviors
performance
POSSIBLE LEARNING TOPICS FOR CUSTOMER SUPPORT CENTERS
● Product and technical knowledge● Phone, email, and live chat skills● Customer empathy● Objection and complaint handling● Sales skills● Service metrics and standards● Code of conduct and compliance
“Out of the gate, our agents had a great response to Qstream. They appreciated the ease of use and the fact that it did not interrupt their day. The spacing dynamics and repetition, even for just a few minutes a day required, encouraged the agents to stay with it and that’s where the learning happens.”
— Matt Garfinkle, Learning and Development Manager at Euler Hermes
THE QSTREAM LEARNER EXPERIENCE
ANALYZE CUSTOMER SUPPORT CENTER TRAINING IMPACT Proficiency Heatmaps Pinpoint Knowledge Gaps
Initial Proficiency Current Proficiency
Reveal gaps correlated to performance for precision coaching opportunitiesIdentify knowledge gaps in specific topics and by geographies/sitesEvidence-based learning and improvement
Qstream is a microlearning solution proven by science and in practice to boost learner performance at scale through engagement, reinforcement and analytics. 600+ global enterprises rely on Qstream to achieve 93% learner engagement, increase proficiency, and expose a real-time view of their organizations' performance readiness.
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ABOUT QSTREAM
17% 93% 600+ 50m+average
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ENGAGE learners in professional development that is job-relevant and builds the knowledge, skills and behaviors they need to succeed.
REINFORCE the must-have knowledge and skills that employees need to perform at their best, and ones that management cannot afford for them to forget.
ANALYZE engagement levels and proficiency of key learning topics to help identify areas of strength and weakness for a real-time view of performance readiness.
