Transcript

Axonify Contact Center Product Tour

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The things your advisors do every day really matter. They react fluidly to sudden changes affecting your business. They deliver exceptional customer
experiences. They also influence business outcomes you care about. But here’s the thing: advisors have a lot of stuff they need to remember during their shift. So how do you onboard them quickly, then keep them engaged in the training they need to perform their best every day? Axonify makes it easy. Let’s take a closer look at how it works.

This is Sarah, she just started as a full time advisor. When she logs into Axonify to begin her onboarding, it’s easy for her to see where to start and what to do next. Milestones help set the pace for her training so she knows how she should be progressing. Her learning path is focused only on the things that matter most, helping her become productive in her role sooner. As Sarah completes topics, she automatically unlocks tasks which gives her a chance to apply what she’s learned before she’s performing solo.

Milestones and reporting make it easy for Sarah’s manager to track her progress through onboarding so she knows when she’s ready to join her team on the phones. Once onboarding is complete, ongoing training keeps building Sarah’s knowledge every shift, helping her remember more and perform better. When she logs in to Axonify on her desktop or mobile device, she can easily see where to get started. Today, she receives a 60 second training video on First Call Resolution best practices.

Next, she chooses a game to play that will serve up her reinforcement questions for the day. This not only ups the fun factor for Sarah, it really works to drive engagement and participation. If Sarah is ever short on time, she can opt out of gameplay and go directly to the questions. The questions Sarah receives are intelligently generated using AI to help her remember what she’s most likely to forget. She receives a few questions on the most recent training like First Call Resolution, but also get some reinforcement questions on a topic she struggles with, Telephone Etiquette.

Axonify also makes it super easy for Sarah’s manager to see her learning results and the results of her team right from her dashboard. She gets direct insights into the performance of all her employees so she can easily identify gaps and coaching opportunities.

In fewer than five minutes, Sarah is finished with her daily training, feeling confident and ready for her next call. And the business can feel confident, too, because the training they’re delivering actually works.

How can they be so sure? Well, for starters, the Axonify experience keeps people coming back to learn again and again. In fact, the platform gets an unprecedented average participation rate of 83 percent. Axonify also makes it really easy for you to see how your training content ties back to important business metrics like NPS, call handling times and first call resolution. And, since Axonify continually serves up bite sized, personalized
bursts of information targeted to fill each employee’s knowledge gaps, the learning really sticks.

At the end of the day, companies don’t perform unless their frontline people do. So, make it easier for them to get up to speed quickly, then continue to do their best work right in the flow of work with one-click access to training that actually gets results for them and the business.