Tag: coaching

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Avec la Plateforme de Gestion de Connaissance SHA, formez vos équipes et obtenez vos Certificats de Formation!

Quelques minutes de formation quotidienne peuvent devenir des heures chaque mois!

Les équipes SHA sont à l’écoute permanente de leurs clients et lors de discussions avec les utilisateurs de notre plateforme de Gestion de Connaissance, ils ont exprimé leur satisfaction à propos de l’intégration de la fonctionnalité formation dans un KMS (Gestionnaire de Connaissance/ Knowledge Management System).

Et la discussion ne n’est pas arrêtée là : les Managers HR et Opérationnels nous ont dit que ce serait encore mieux si ils pouvaient obtenir facilement un rapport sur le temps passé, par chaque individu, sur ces formations!

Excellente suggestion effectivement ! C’est pourquoi nous l’avons mise en place pour que les chefs d’équipe, les gestionnaires de comptes, les directeurs opérationnels, les responsables des ressources humaines puissent avoir, en un clic, une vue sur le temps de formation et obtenir les certificats correspondants, chaque minute de formation est ainsi comptabilisée par individu, par équipe, par département…

Oh, et voici un fait qui va vous intéresser : dans certains pays (oui notamment en France mais pas seulement), les centres de formation certifiés doivent suivre l’indice de satisfaction des apprenants (LSAT). Mais devinez quoi ? Nous avons simplifié la gestion et la communication des évaluations LSAT grâce à notre module d’enquête sur la formation. Nous ne nous contentons pas de boucler la boucle en matière de qualité de la formation ; Nous y ajoutons un joli nœud fantaisie !

Et ceci tout en gardant ce qui fait la force de SHA : Facile à Créer, Simple à Utiliser et Evident à Analyser !

Pour plus d’informations, contactez nous!

https://sha-saas.com/contact-us/

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SHA Knowledge Management boosts your CS superpowers by adding Coaching features

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

Image by gstudioimagen on Freepik

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:

    • Quality issues like an increase in repeated calls rate.
    • Customer experience issues like incorrect or incomplete solutions.
    • Productivity issues like call duration drifts.

    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. Let’s dive into a (not so) imaginary business case and unleash your coaching superpowers!

    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:

    • Stellar follow-up on tech training.
    • Lackluster usage of the KB for policy content.
    • And a disappointing performance in policy update training.
    Image by vectorjuice on Freepik

    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.

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

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

    Image by storyset on Freepik

    For more information and get in touch with us:

    https://sha-saas.com/contact-us/

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    SHA integrates nugget training in its Knowledge Management Platform!

    Image by pch.vector on Freepik

    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, but 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!”

    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)

    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.
    • Individual monitoring in case of difficulties digesting the content. (like for any other content shared on SHA)

    Your training staff is the Chef, don’t bother a Chef cooking basic stuff and leave SHA handles the nugget training!

    Image by macrovector on Freepik

    For more information and get in touch with us:

    https://sha-saas.com/contact-us/