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 !
Few minutes each days can build hours of monthly training!
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 module. 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, 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!
You’ll also stumble upon another code name for it: The Learner Satisfaction Index (LSI), which is like a secret decoder ring for measuring learner happiness and contentment. It’s used by educational institutions, training programs, and e-learning platforms to gauge how stoked learners are with their learning experiences. It’s like a satisfaction score that uncovers hidden treasures of improvement. So, buckle up and get ready for an adventure of a lifetime with SHA!
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!
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!
The recent health crisis we went through have brought radical changes on the way Customer Support Operations (CSO) are managed
It is clear now that having a significant fraction of your CS staff working from home has become a normal way of doing business. This new way can bring benefits and advantages to both employees and employers … under certain conditions!
Jcomp – Freepik.com
This kind of radical change of working environment requires to re-evaluate things that were working on large open spaces and that might not work anymore when each employee works from home.
Let’s say: you work on a large open space, you have a customer on the phone asking for a new product price, if you’re not sure what to answer, you can quickly ask around if the new price list applies today or next week…you’ll get a yes/no reply from your team leader or your desk neighbor within a fraction of second. It might not be the ultimate way to get reliable information but we all know it works.
Felicities – Freepik.com
Now if we think about the same situation when you’re “on your own” at home, this is totally different, well you are.on.your.own. You can look for the email from marketing announcing the new price list last week, you can try to chat with colleagues you think are on the same hour shift than you… but you’ll still be on your own.
All the good things that bring informal communication are gone with Home Working: what is easy when working in an open space, with opportunities to ask colleagues for help at the coffee machine or at the cafeteria, is becoming more tricky when you find yourself working from home…
Pch.vector – Freepik.com
Not that long ago, I heard a manager in charge of Contact Center Operation telling me that Knowledge Management Systems (KMS) were all fine but he could not see the benefits as his team were talking enough to exchange and share commonly required information.
His point was: floor discussions, coffee machine interactions and cafeteria small talks were doing a better job than complex technology systems…He did not convinced me and I did not manage to break his certitude about “people natural knowledge maintenance”.
A few years later, after Covid experience, I’d like to ask him if he was still relying on this informal natural knowledge exchange, not because I want to prove him wrong but because the main information flow he was relying upon is not there anymore, or at least not there as much as it was before.
Now that some top tier BPO providers are announcing more than 40% (and +) of their production being from home office, you just cannot rely on human informal exchanges to vehicle content.
Even for the operations which were relying on some KMS, the challenge is there: content must be monitored, highlighted, made visible, improved, reported upon on a much higher frequency. Freshness of knowledge is becoming a headache for all Customer Touch Points operational managers
Freepik – Freepik.com
A KMS such as SHA enables you to support your agents, are they in the office or remote from home, with fresh, easy to find information.
Another key benefit using SHA is that you can ensure your teams are educating themselves on the latest “need to read” new information, and you can hear their comments on the quality and usefulness of data you submit to them.
SHA helps the Customer Support Operations to provide better Service to your clients by providing better information and support to your teams!
Some advices from the Customer Support Experts at SHA:
Start today with a KMS solution that will enable you to create, maintain and monitor your enterprise knowledge
So that your teams can access this knowledge irrespective of their location!
So that your teams can be guided on what and when they have to learn.
So that your team leaders and supervisors can easily track the knowledge usage and learning
If you need to set up a KMS from scratch or move your existing KMS to a much more agile and cost-efficient system, have a look at what SHA can provide you!
