Get your Training Certificates and much more!

Hot off the press: SHA Knowledge Management has received some juicy feedback from their clients about integrating training in a KMS. The clients were like, “Hey, it’s a great idea, but wouldn’t it be even cooler if Management could keep tabs on how much time each individual spends on those trainings?” We were like, “You know what? That’s a brilliant suggestion!”

So, we made it happen, and now Team Leaders, Account Managers, Operational Directors, and HR executives can have a blast checking out the Educational Time with just a click.

Oh, and here’s a little secret: in certain countries (looking at you, France, but not excluding others), certified training centers have to keep track of the Learner Satisfaction Index (LSAT) to get those sweet subsidies. But guess what? We’ve made managing and reporting LSAT assessments a piece of cake with our training survey feature. We’re not just closing the loop on training quality; we’re tying it up with a fancy bow!

Creating, completing, compiling, and analyzing are all as easy as pie.

So, to summarise, with SHA not only your Customer Service Team have all required information available within a couple of clicks but you also get:

  • Micro Training sessions available at the right time and at the right place.
  • Training Quizz to ensure optimum content acquisition.
  • Full control on who to get trained and when to make training available.
  • Coaching Sessions shared and followed up.
  • Automatic training sessions detailed reporting (Certificates).
  • Surveys on any topic, which means also on training so the loop is closed!

Get ready to dive headfirst into the world of SHA surveys and our Training Quiz. It’s like a wild rollercoaster ride packed with mind-blowing insights, sky-high satisfaction, and a whole lot of laughs!

And this is not over: SHA product team is about to announce more features so that Contact Center Operations could benefit from more possibilities and focus on delighting their clients, stay tuned!

So, buckle up and get ready for an adventure of a lifetime with SHA!

SHA: the Knowledge Management System that goes beyond plain Knowledge Management!

Unlock the superpowers of SHA’s integrated coaching!

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Level up your coaching sessions and unlock the superpowers of SHA’s integrated coaching features!

For those who, like us, believe that coaching is the secret sauce to fix Customer Service operations, SHA swoops in to save the day!

Say goodbye to

  • the woes of productivity issues like call duration drifts,
  • quality mishaps such as an increase in repeated calls rate,
  • and customer experience blunders like incorrect or incomplete solutions.
SHA reporting displays all data required to understand the KB usage during a coaching session

SHA is here to save the day!

With a focus on knowledge management and operational extensions like training and coaching, SHA is the ultimate superhero.

 With SHA, you’ll become the superhero of knowledge management, creating improvement plans for KB users and saving the world from content chaos.

Training and coaching are your trusty sidekicks, helping you close the loop and conquer any challenge

Having knowledge management at the core and the operational extensions such as training and coaching, SHA is closing the loops and makes the Universe a safer place!

Let’s embark on a wild adventure together with a (not so) imaginary business case:

  •  Meet Peter Tek, the rookie contact center agent fresh out of onboarding training.
  • Armed with a technical background, Peter has been assigned to the prestigious technical team.
  • However, trouble lurks in the shadows as his quality coach has detected some chinks in his armor while listening to a few calls.
  • The coach has also taken a peek at Peter’s SHA Knowledge Base usage and confirmed that Peter needs to pay more attention to administrative policies instead of relying solely on his technical prowess.

Brace yourselves for the shocking revelations from Peter’s SHA KB usage reporting:

  • good usage and rave reviews for tech matters,
  • stellar follow-up on tech training,
  • lackluster usage of the KB for policy content,
  • and a disappointing performance in policy update training.
SHA provides a simple and efficient support for productive coaching sessions!

But wait, there’s more!

  • During the coach’s undercover mission of call monitoring, they stumbled upon a few calls that seemed to last longer than a Marvel movie.
  • Why, you ask? Peter’s hesitation with administrative details left callers hanging, resulting in a second call for help.
  • Fear not, for the coach has prepared a top-secret coaching session form integrated in SHA. This form will be shared with Peter, outlining the good, the bad, and the ugly, and setting the stage for improvement.
Image by storyset on Freepik

 

And here’s the cherry on top: the coach can sprinkle some magic training articles into Peter’s curriculum using the “push” feature.

And last but not least, with SHA there is a PIP (Performance Improvement Form) that gathers ALL data required to make a coach session efficient and productive!

PIP form makes the coaching process easy and productive for all

Witness the wonders of SHA’s short training modules in a previous publication and get ready to save the day!

SHA: the Knowledge Management System that goes beyond plain Knowledge Management!

SHA Integrates Nugget Training with Knowledge Management!

Snacks for Customer Support Ops & Food For thoughts.

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Why SHA Knowledge Management System integrates the concept of Snack/Nugget Training?

  • Ever heard of Nugget or Snack Training? Is it any good? Here are some delicious insights from our CHEFs, the SHA experts!
  • The tasty news is that, as expected, Snack Training is as easy to understand as devouring a bag of chips and as quick to complete as a microwave dinner.
  • “Nugget Training” or “Snack Training” refers to an approach that breaks down complex concepts or skills into smaller, more manageable “nuggets” of information. These nuggets are typically as easy to understand and remember as your favorite comfort food, making the learning process more effective. It’s a method of delivering information in bite-sized, easily digestible pieces.
  • You can not only satisfy your hunger with snacks, and the same goes for training. There is an obvious need to balance the formal, fundamental classroom training with shorter, complementary sessions that can easily fit into a busy schedule. So, grab your training nuggets and let’s feast on knowledge!

Image by macrovector on Freepik

Snack Training fits very well the Customer Service Operation Dynamics

Combining Knowledge Management with flexible and agile Training feature is especially adapted to Customer Facing Operations where information is volatile and frequently updated and where keeping all employees at similar level of skills is very challenging, new hires cannot compete with veterans!

With SHA Training Module, you’ll be able to:

  • Edit and share very quickly snack training content.
  • Select the group of people that are required to go through those learning short modules.
  • Schedule a beginning and an end to have this performed.
  • Provide the selected trainees with alerts that they must learn those content within the time frame.
  • Create, when necessary, a quiz (thanks to the quiz editor) which enables you within minute to create a questionnaire to ensure that everyone has digested the nugget!
  • Collect their feedback so you can measure the quality of the content (like for any other content shared on SHA)
  • Edit and share very quickly snack training content.
  • Select the group of people that are required to go through those learning short modules.

The benefits are clear:

  • Ensure that all targeted trainees have been trained at their own pace.
  • No organization issue to train large group of staff working on shift.
  • No training room and trainer availability headaches.
  • Full control and monitoring of how the message went through.
  • Individual monitoring in case of difficulties digesting the content.
  • Complement training special diet when certain knowledge weaknesses are spotted during coaching sessions!

Your training staff is the Chef, don’t bother the Chef with basic stuff cooking!

leave SHA handles the nugget training!

SHA unveils new website focused on expanded services

SHA, the company focused on knowledge management solutions, is inviting visitors to explore its new website. The new website has been designed to offer a broad view of SHA services to support companies in their digital transformation journey, not only focusing on software platforms. SHA experience has demonstrated the need of providing more than a plain knowledge management solution.

Apart from high performing KMS features, SHA solution is adding features & services that fulfil mostly uncovered and untouched needs:
  • Training functionalities to ensure each employee is reaching the right level of expertise without disrupting operations with classic training approach
  • Alert functionalities to report on trends that require attention and action
  • Analytics functionalities focused on continuous improvement on both customer and user experience
  • Knowledge life cycle management to guarantee that your corporate asset (knowledge) remains accurate, consistent, relevant and fresh.

For sure, the implementation of these new functionalities will support clients in their efforts towards company digitalization.

“We are eager to show our clients the new functionalities of our products and work together in the development of the digitalization strategy for knowledge management, providing a new ecosystem of management solutions”, Stéphane Lissillour, SHA Chief Customer Officer said.

For more information please contact mc@sha-saas.com

SHA INTRA new release incorporating Training Management

As of July 6h, SHA INTRA product includes a new training management feature (v.3), enabling organizations to monitor the development of their training plans. By redesigning the training process, INTRA is managing the end-to-end process from training plan definition up to full execution.

This reinforces even more the complementarity of Training and Knowledge, specially in the contact center/BPO arena ( but not only) where those two elements should work hand in hand, hence our solution paves the way to a much better integration of knowledge: detection of need, validation of the solution, life-cycle quality management and now this unique feature: full visibility on how the new knowledge is acquired via training.

To do so, training plans can be defined at any of the following levels:

  • Knowledge Field
  • Category
  • Individual Articles

To help managers, training scorecard has been added, providing top-down execution visibility, being compliant with data protection regulation on each geography.

José Luis Caaveiro, the Company’s CEO commented, “it’s been a while that customers were requiring more granularity on training management and reporting. We heard those demands and implemented our solution to help our clients to cope with the training challenges”.

For more information, please contact mc@sha-saas-com

SHA announces renewed “Front” search engine together with Engagement Management

As of January 7th, SHA INTRA search engine performance has been significantly improved in terms of accuracy and response time. The new version delivers double digits’ improvement in response time, allowing a higher precision in search relevance as well.

This new release also incorporates the data capture for Engagement Management, an additional feature included in the backend service, that will allow SHA clients to monitor, manage and report customer engagement.

“It’s been a couple of quarters where we have rethought our search approach. We believe that this effort is worth, and our clients will benefit from these enhanced features”, said José Luis Caaveiro, CEO of SHA.

For more information, please contact mc@sha-saas.com