Client experience is an important focus area for enterprises today. Services and Support staff play important role in better client experiences and contribute significantly to client retention.
To enable better client experiences, L&D organizations need to find new ways of knowledge enhancement to large pool of services staff, who are either on site or off site. Learning solutions required to:
- Direct delivery of courses at their place of work and at the point-of-need
- Create tailor made courses, scenario based content capsules
- Offer solutions to known issues and easily accessible
- Secure access to internal knowledge base integrated with learning solutions
KEY CHALLENGES in services team enablement
- How to ensure the solutions to client problems are accessible at the point-of-need?
- How to obtain feedback on quality of content delivered ?
- How to track the skill development progress vs aligned roadmap?
- How to organize and create content and give role-based access?