Call centre staff have multi-dimensional knowledge needs. They need regular communications and training and you need to be able to monitor task execution, ideally from a single platform. This is now an achievable goal. Available in multiple languages, use our full-spectrum dashboard to track training, send targeted communications, and deliver the skills your staff need to give your customers the best experience. Smart tech can keep your teams up to speed in their busy call centre environment. Continually drip-feed the insights and knowledge they need to keep your customers happy in this demanding world.
Send key messages to staff, use video for extra impact, advise staff of changing trends, company news and business insights. Make sure all your staff are know the key messages so customers get a consistent experience. With our mobile app you can obtain feedback from your call centre representatives while keeping them in the know and engaged, while also giving your business better insight on what’s happening on the ground.
Challenging customer conversations often leads to high turnover in customer contact centres. On top of this you’ve got growing customer demands, geographical spread creates a difficult environment for training. You don’t want to wait months to deliver training when you need staff to get it today. From inducting new people to providing re-skilling and cross-skilling training, we develop skills in a way that’s fun, memorable that best helps your staff serve your customers.
Keep your contact centre staff focused on what needs to get done wherever they may be to drive operational execution at scale. Get oversight at what may be a risk with our task management solution that streamlines processes, improves quality, and ensures staff consistently executes on your brand promise in their interactions with customers. All of this while reducing the strain on local managers to conduct task oriented pre shift huddles.
Call centres are one of the most challenging businesses to run from an onboarding perspective. New joiners need to be able to jump straight into call handling and you can’t afford for them to be making mistakes. Seasonal fluctuations and holiday seasons can intensify the challenges. Use our platform to prioritise training, reinforce to embed knowledge, and keep the fun factor high so training fatigue doesn’t stop the info from sticking.
Learn how BT onboarded thousands of new agents in record time
One of the most challenging periods in the life of any call centre is the launch of a new product and the associated customer service. Pre-empt challenges by planning and delivering pathways to readiness. Give your teams the information and training they need to be ready to launch in a unified and calm way. Don’t leave your customers in the lurch with core knowledge gaps. Be sure staff awareness is where it needs to be by launch day.
One of the great aspects of the call centre industry is the sheer amount of stats and information calls generate. Use our solution’s smart tech features to dig down into which training really gets the best results. Find out who’s scoring highest to identify hidden coaching talent. Discover knowledge gaps and quickly remedy them with targeted refresher training. Make sure no one’s getting left behind. All the while lifting a lot of the burden off the shoulder of your local managers on the ground.
Our Contact Centre Essentials library is filled with hundreds of topics designed by learning experts to help agents build the skills and technical expertise they’ll need to deliver an exceptional customer experience. On average our marketplace content boosts baseline knowledge levels by 20%. And it’s all available on day one.
You can count on us every step of the way. We’ll partner closely with you to build an agent comms and training program that delivers the KPIs your business cares about most. No matter your size or stage, we’ll share our contact centre expertise to help you get the most out of Axonify.