Speed Agent Time To Value

Estimated reading time: Less than a minute

The Challenge

Existing training protocols didn’t support training globally for multilingual service desks. The client also wanted a solution that would encourage end-user adoption and engagement and was easy to manage.

Custom e-learning content meant tailoring content to unique requirements was a breeze for managers and training coordinators

Several modules can be grouped to form a defined curriculum

Visual and interactive learning

Several modules can be grouped to form a defined curriculum

Powerful analytics

Managers can easily track the team’s progress, high performers, top modules, and more!

Customized, interactive interface to robust learning management system (LMS)

Hosts designated training modules
Provides a space for bulletins and communications for end-users
Encourages rapid e-learning and continuous improvement

Learn-at-your-own-pace format

Agents can tackle training at a pace that works for them and allows users to redo modules for better comprehension or review

Intuitive course assignment system

Makes setup and management easy

Quizzes at the end of the module

Improves retention

The Results

Easy assignment of pre-determined training packages to new agents drastically shortened the learning curve and transformed onboarding
Now service desk agents stay up to speed, eliminating the time it used to take to get them performing at the highest levels

Powerful data about the team’s engagement and performance around the curriculum directly fed future learning strategy, so the user experience could be constantly improved.
And the primary goal of increasing first-call resolution rates was achieved!

The Alphanumeric solution was such a success, it was replicated across IT team leads and customer service teams!