Contact Centre Industry

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Training in the Contact Centre Industry is redefining itself to cater to the contemporary developments in this sector. Internet and digitalization have made online commerce a reality. The buying of medicines, grocery, financial solutions etc., is serviced and supported by an army of customer service representatives at the contact centers. The comprehensive digital learning solutions on KREDO enable the companies to serve, advice and solve problems of their customers with care and efficiency. Bring together people, processes, technology and business strategies together to achieve a learning outcome, combining all these critical segments.

KREDO is the globally preferred learning platform for the ’Contact Centre Industry’.

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Bite-Sized Learning Modules

It is a skill to make the customer feel honored even if they are not right nor courteous. You can train the contact center representatives to have the knack of skillfully solving problems of the customers with short and concise courses created on robust microlearning platform KREDO. Any of you can author interactive, immersive, engaging courses for the varied training needs of the customer support. Be it educating your new agents about your business or explaining the importance of schedule adherence, you are at the right place.

Dynamic Content Development

Contact center is an interface to receive most of the communication from customers in the form of queries, suggestions, feedback, and complains. They could have many windows such as emails, calls, chatbots, and social media. An agile eLearning platform can cover the diverse training needs related to customer support through a blend of an array of templates such as text, images, games, virtual technologies etc. Videos on meditation, desk yoga can be easily uploaded to drive away the stress of customer interaction. Use demonstration via real-time recorded videos to teach technical skills.

Act to Learn

Unrelenting customer, inadequate facts and proofs; unclear query; uncourteous behavior is few of the many challenges in the contact center domain. Scenario-based learning, and storytelling provide immersive learning experience to skill, reskill, and maintain undying enthusiasm and smiles amidst the sea of customer interactions. KREDO helps to transform conventional offline training into interesting audio-visuals based microlearning to recreate real life scenario punctuated with apt responses. Use role-playing to teach active listening and empathy.

Gamification

Presenting knowledge through gaming templates can amp up the learning quotient of your employees. Are you game for it? Explore the gaming strategies to create an interactive and engaging learning experience. Build customer contact scenarios and learn to manage them through gamification on KREDO and you will thank us for the intriguing training experience. Have every learner view their own ‘Performance Dashboard’, so they can see their own numbers, and work towards climbing the leaderboard.

Learning Path

The realm of economy and commerce is marked by constant improvement and change. You can keep pace and stay buoyant in the sea of flux by walking on the learning path paved by courses, documents, meetings, quizzes, surveys, and feedback. The learning points, awards and discussions on KREDO will keep the staff enthused through a long and tiring day of customer service. Contact center is a window to myriad scenarios in the world. Learn to address every situation with an undying enthusiasm. Train your agents individually too, based on the complexity of the product or service, training protocols and other management strategies.

Memory Boosters & Remediation

Practice makes a man perfect. Memory boosters and remediation features in KREDO keep your employees on the trajectory of performance growth. Bridge your learning gap with remediation and revision of courses at frequent intervals. The employees can revisit the course after a particular duration at their convenience and not be dependent on real-time availability of the manager or an expert. The after-course knowledge checks and remediation functionality in KREDO provide a complete handholding on the training path.

KREDO learning platform Contact Centre Industry

Every industry and domain that offers a product or service have a support or a platform to connect with the world around. Contact center becomes the one interface for diverse activities like fielding queries; registering complaints or feedbacks; placing order; product query, cancellation of financial cards, escalations and so on. When it comes to providing digital learning that is customized for diverse needs, anywhere and anytime we have the leading edge.

In a nutshell, KREDO helps address the diversified needs in ‘Contact Centers’ through various means.

 Your Industry-Relevant RequirementHow KREDO Helps?
Conduct Regular Training SessionsCourses, Feedback, Meetings
Text-to-Audio CapabilityCourses, Learning Journeys
Set-up a Knowledge BaseCourses, Learning Journeys, Resources
Identify Training NeedsFeedback, Meetings, Surveys
Mentoring and CoachingAssignments, Discussion Board, Feedback, Meetings
Create Seamless Learning Experience – Chat, Email, VoiceCourses, Learning Assets, Learning Journeys
On-the-Job Training (OJT)Assignments, Feedback, Meetings OJT Framework
Engagement, Stickiness, TrendsCourses, Memory Boosters, Remediations

In the world of online customer support, competitors are just a click away. Keep them at arm’s length with an agile eLearning solution. Connect with a trusted and globally preferred digital learning partner to design a good customer experience which exceeds expectation in exceptional ways. As customer expectations for service increase, it is on call center managers and executives to train agents to effectively meet their customer’s needs and KREDO takes you there.

Access KREDO on Any Device, Anywhere, Anyplace, Anytime! Looking forward to this journey with you.

KREDO learning platform Contact Centre Industry 1

If you thought that this is all, there’s more! Strategically aligned business capabilities for your learning blueprint.

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