”We had these very digital-savvy agents that were comfortable chatting with customers on the chat tool, but we also had those that were more comfortable on the phone,” says Carreres. “Having to cross-train them, we were grateful to be able to leverage the Content Marketplace for that.”
A virtual library with over 650 training topics, including more than 30 specifically tailored to the world of finance and insurance, Content Marketplace is a resource of learning modules available to Axonify customers that provides off-the-shelf solutions to subjects ranging from compliance to understanding credit scores and beyond.
The content can be perused by administrators looking to leverage the pre-loaded topics that fit into their associates’ individual learning needs and came in very handy as Sonnet Insurance was navigating internal resource changes.
“We also had a lot of people moving into different departments or being promoted to new roles,” Carreres shares. “I was able to create a curriculum and leverage some of those Content Marketplace modules to help with these transitions. It was super helpful for us, and it saved a lot of our time, because we didn’t have the resources to build this.”
“It really elevated our team’s credibility, and we reduced the number of escalations, callbacks and the costs associated with calls being either too long or repeated,” says Carreres. “All the advisors are now looking at the same information—that’s what we are striving for. Accuracy and attention to detail is extremely important to us.”
With over 15 years of experience in L&D, Bernsen knows all about the pains of onboarding, the need to keep up with evolving regulations and the current resource crunch. That’s why she’s so effusive with her praise about how Axonify transformed her team’s
capability and output.
“Now when we need to do training, the modules we need are available in Axonify Marketplace and I love it! There are topics on how to handle calls, so it’s relevant for contact centers, customer service and the frontline in general. We can go into the modules, choose what we need, and the information is right there. It’s so perfect.”