We’re hiring! Visit our careers site to view our openings.
by Vincent Signorelli | October 30, 2019
In virtually any organization where continuous learning and improvement are priorities, there will eventually be a need to organize learning and training using a Learning Management System (LMS). In short, an LMS provides the platform that a trainer needs to create learning content, distribute lessons, and assess lesson effectiveness and learner performance.
At 5CA, we create and distribute training content for our global workforce, working across time zones, regions, and for a wide variety of clients and departments. Having the right LMS in place means that, with a relatively small team in place, we’re able to cater to the learning needs of our entire organization.
In this blog, I’m happy to share some of the best practices that I’ve picked up over the years. At 5ca, we use Lessonly as our platform of choice, but these tips apply to any LMS. Let’s dive in:
Having a learning management system in place is all good and well, but whether your training is online, face-to-face, or a combination of both, the success of your training program still stands or falls with the quality of your content.
As a trainer, chances are you’re always under pressure to create more content. You’ll often find yourself creating training that somewhat similar to – but not exactly the same as – a training that you’ve prepared before. Before starting from scratch and creating a new training, check if you can’t make your life a little easier by adapting a training you or another trainer in your organization has created in the past. The fact that you can collaborate with other content creators across your company can save you a lot of time.
Not to belabor my first point too much, but content quality really is critical. I’m willing to bet your organization has plenty of subject matter experts that would be happy to review your lesson and offer just that final bit of tweaking that takes it from good to great. Asking for a second, third, or even fourth pair of eyes on your training goes a long way.
The only way to improve your training is to get feedback. Most learning management systems will have a feedback function built in to keep track of how learners rate the quality of your lessons, but feedback doesn’t stop there. Make sure to ask for it in meetings and get different perspectives from both your learners and your management alike.
The goal of any trainer is ultimately to improve their learners’ skills and performance. In customer support, this means training agents to enable them to provide customers with the right information, within a short amount of time, while using their soft skills to make for a pleasant interaction. Work closely with your QA team to find the areas where training can help to improve soft skills, technical knowledge or proficiency with tools and be proactive in providing training to those agents that could benefit from it.
When it comes to creating training, there’s no reason to reinvent the wheel every time. Use templates for your lesson structure, to introduce lessons, set expectations, and wrap up trainings. Not only will this make it easier to build your lessons, but it will also help you create a familiar lesson flow that your learners can get comfortable with, so they can focus fully on the content without being distracted by your LMSS interface or mechanics.
At 5CA, we aim to stimulate organic learning where anyone can learn or train at any time. By following these tips and practices, we’re better able to manage our lessons and learning content across all teams and departments, while creating a learning environment that’s accessible and inviting for our people.
Learning Specialist Vincent works remotely for 5CA from Florida, the Sunshine State. His focus is on managing our learning management system and keeping it up to date with fresh and engaging content. When he’s not learning and teaching, his focus shifts to gaming both on PC and tabletop.
Gaming has been one of the few beneficiaries of the Covid-19 coronavirus pandemic. Global quarantine and stay-at-home orders preventing people from traveling, commuting, and socializing has resulted in a boom for the gaming industry.
Maximize the value of your VIP players and discover how work from home (WFH) support helps you add more value to your gaming whales.
Game launched? Check.
Player hype? Check.
Champagne? Crack that bottle, you deserve it!
But while it bubbles on your tongue, let me ask you this: Have you considered how to respond to players who need assistance or want to provide feedback? And when your player base grows (and let's be honest it will - your game is awesome), what will you do when those interactions start exploding in languages you do not speak? How will you manage the volume of requests coming in, but still provide the best possible user experience to your fans?
Yes…. Another thought piece on how COVID-19 is re-shaping life as we know it and what can we learn from it going forward.
With people stuck at home and shops closed, several industries, such as e-commerce, streaming entertainment, and gaming, are experiencing hyperactivity. The influx is driving revenues but also customer support needs.
Did anyone see that Assassins’ Creed Valhalla announcement trailer? Of course you did. Chances are you did not discover it on your own, but instead it appeared on your social media channels, most likely shared by a fan of the franchise or an influencer. At least that is how it happened to me. Game marketing truly has changed in the era of digital, community, and influencers.
It’s often said, ‘people are the weakest link in cybersecurity’. I get that and I agree that we must seek to minimize human-related threat vectors. But I believe that if we view our people, our teammates, as our greatest security asset, then we start from a position of strength.
In BPO, we often talk about how we deliver the best possible customer experience. We focus on training knowledgeable and empathetic agents, we run and rerun staffing simulations to ensure minimal wait times. These things are important, but, for the most part, once a customer is reaching out to us, it’s already a ding to the overall customer experience. Customers want an easy experience that works as it should and is intuitive.
Last month, Vice ran an interesting article by Jess Morrissette on how games marketing invented toxic gaming culture by promoting toxicity and harassment as value propositions for gaming. While considered perfectly reasonable at the time, games marketing has luckily taken a turn for the better.
One of the most interesting things about the gaming industry is that gamers don’t behave like customers. Sure, they have no problem spending like customers, but their devotion and passion makes them more like super-fans.
With more and more companies providing work-from-home possibilities, and children spending more time at home during school breaks, many tend to fill the time previously spent commuting or at after-school activities on picking up new or old hobbies. It comes as no surprise that playing video games is one of those favored hobbies.
The World Health Organization and almost every national government has encouraged everyone in non-essential roles to stay at home. With millions of people in self-isolation, there is a real need to ensure these people have something to do.
Companies across the world are facing an unprecedented wave of disruption at present. One of the specific outcomes from this is that many people are suddenly working from home. Many have no experience working away from the office and so the business journals are full of tips on how to make it work.
Companies across the world are finding their business extremely disrupted at present and it looks like things may get worse before they get better. During this time there has been a strong focus on the need for people to work from home...
In this new day and age where no one spends more than 67 seconds away from a screen without at least a hint of anxiety, recruiting and engaging this new wave of job seekers is no less complicated than swiping right, get a match and then not really knowing how to open a conversation anymore (sound familiar?).
One methodology to aid in creating the right structure and behaviors in the customer support or customer service domain is called KCS (Knowledge-Centered Service).
In virtually any organization where continuous learning and improvement are priorities, there will eventually be a need to organize learning and training using a Learning Management System (LMS)...
Consumer support over any channel, in any language, at any time: 5CA’s successful contact center as a service is possible because we use technology to make planet Earth our talent pool. It also presents an intriguing challenge: How do we balance flexibility, productivity, and security?
The most common response I get when I tell people I work in Workforce Management (WFM), often coupled with a very confused facial expression, is “Hmmm, is that in HR…?”
We’ve probably all heard of quality assessment (QA) before, where a quality specialist goes over agent interactions and checks to see if there are any possible areas of improvement or development...
The most successful companies make listening and understanding their customers a vital part of their business strategy. Sounds simple, doesn’t it?
Staff engagement has a variety of factors that employees should give attention to, and one of these factors that I am particularly passionate about is employee development.
Chances are your company has a defined mission statement. A short description of your market, goals, and how you intend to reach those goals...
What do you make of this phrase: If we want to improve our CSAT then we need to increase FCR! If you're new to customer service then this is probably complete gibberish to you...