April 21, 2020
Companies today are ever-evolving, and nothing stays the same for long. Change happens all around us, from technology to how you handle privacy, learning and development updates to improving your customer experience.
Continuous learning is one of the most exciting trends at this time, and for good reason. Here's why:
Living in the age of technology gives customers many different channels when connecting with businesses. Therefore, your customer service team needs to stay pertinent with all significant trends, with the aim to provide the most skilled interaction across all platforms.
Sadly, not every customer interaction will be perfect. Finding out the source of each problem will help you build a coaching strategy to improve your associates’ performance. Likewise, good interactions have plenty to teach us too! Assessing calls, chats, emails and more, that achieved positive results, can help future associates receive better, more thorough training. Ongoing quality assurance and performance campaigns are vital when identifying opportunities for continual learning.
Your business’s goals and values may shift over time, so interactions should be reviewed as part of the ongoing process. That way you can ensure your customer service and overall business goals click.
Focus on targeting which learning resources suit each associates’ strengths and weaknesses, rather than subjecting the whole team to an identical process. You’ll maximize the efforts of your learning program and minimize wasted time.
Customer feedback is a must: their views, opinions, and ideas are essential to understand exactly where your customer service team is succeeding and where it might be failing. Identifying where gaps in quality service lie will help you build an effective learning program to fix any issues that may arise.
So, there you go! Creating a learning culture within an organization is an effective way to improve performance and innovation, but it also boosts associates’ satisfaction and retention.
