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Learning Management – Your Go-to Platform For Learning & Assessment

6 mins read

They say knowledge is power, but how effectively does your business manage intellectual capital? Knowledge and learning go hand in hand. Moreover, a learning management system can do more than just deliver eLearning – It can help you improve knowledge management.

  • Friendly employees or customer service representatives are what makes a memorable experience that causes consumers to stick with a brand, for 73% of customers.
  • Companies that excel at the customer experience drive revenues 4% to 8% higher than those of their market.

First of all, before getting into the specifications of how a learning management system (LMS) plays a role,

What is knowledge management?

Knowledge management can be stated as- the ongoing process of creating, curating, distributing, and managing knowledge and information in an organization in order to maintain harmony between actions of various teams and departments. This extends its need not across business sectors but in different domains such as the Decision-making process by support systems, Document management, Training management, etc.

When a business is using knowledge in the most organized ways, the idea is that they’re better able to achieve their strategic objectives. KM is multidisciplinary and relates to business administration and information systems. We Consider Learning Management System (LMS) as a KM tool. However, learning is cyclic and not just a one-time process. Learning management systems can be utilized as one of the legit resources for efficient knowledge flow in the organization; anytime and on any device. Further, as the self-service trend is rising on customer-preferred channels, a platform like a knowledge management system helps to gain and disseminate information in customer service; while enhancing the capabilities of LMS training management.

Data Doesn’t Lie

One of the biggest problems related to knowledge management and learning management systems is Employee Engagement and continuous learning. The data clearly states the demand for the Learning Management System is expanding across organizations. Moreover, the need to train & boost employees’ performance varies among the departments.

  • While 93% of L&D professionals preferred to use LMS to boost employee engagement, only 27% were able to successfully do so
  • According to a survey from Brandon Hall Group shows 44% of companies are unhappy with their current Learning Management
  • 72% of global organizations see learning management systems as a competitive advantage
  • Education, tech, manufacturing, healthcare, and consulting industries make up large chunks of LMS users

Learning Management System – An Overview

Remember that knowledge can’t grow if people can’t communicate effectively. Similarly, your Learning Management System won’t be effective if it’s just an eLearning unit dispenser. It needs to allow knowledge to flow in both directions and it needs to let you create a collaborative environment, a learning community. Learning Management Systems with social features such as the option to create forums, learning assessment capabilities, quiz management is becoming more prominent in the age of the socially connected world.

Difference between eLearning and traditional learning methods

eLearning is an effective way for organizational knowledge management to improve productivity; accessible anytime anywhere to train your employees globally.

  • Unlike Traditional training, e-learning does not require a trainer. It’s a self-learning method backed by advanced technology.
  • Any updates in the organizational processes can be easily communicated through e-learning which is an advantage over the traditional method
  • The multilingual capability of the system allows the delivery of training content in multiple languages that makes eLearning cost-effective than traditional learning
  • Unlike traditional learning, eLearning allows the circulation of content with a single click over every touchpoint
  • eLearning provides the flexibility of training as you go to the employees. It is beneficial irrespective of employee tenure in the organization.

How does learning management benefit different stakeholders within your organization?

Customer

  • Consistent support quality through a channel of their choice
  • Faster Resolution to problems
  • Updated and accurate knowledge transfer
  • Lesser call transfers

Service Agent

  • Findability & Searchability as a Google search
  • One source of information
  • Guided chats for easy and consistent service
  • Built-in e-learning

Editor

  • Easy creation of workflows
  • Speedy approval processes
  • Deal with complex topics easily with Self- explanatory flowcharts & visual guides

Manager

  • Customized learning & development module creation
  • Centrally manage content repository
  • Faster assessment process
  • Custom analytical dashboard and reports
  • Ensure consistent service from all agents
  • Faster onboarding for new agents

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Conclusion

When agents are trained to handle multiple calls simultaneously through agents’ eLearning portal and quiz management system, it improves their knowledge and faster certification. Thus, faster on-boarding and refresher becomes a finger snap play.

Learning Management System is an interesting practice and by incorporating LMS as your platform of choice, you could reap tons of benefits that directly & indirectly impact every metric of business that you have as a Customer Experience or Contact Center leader track.

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