eLearning (LMS)

Train agents better and faster

More knowledgeable agents lead to a better customer experience. EvaluAgent LMS makes training new and existing sales and customer service agents easier than ever before.

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Onboard agents faster

Help new employees get ready to speak to customers and prospects faster and to a higher standard.
Manage compliance

Easily manage compliance requirements with trackable completion and expiry dates and learning certificates.
Demonstrate business impact

Motivate learners and excite your business by reporting trainings impact on business-level KPIs.
Reduce training costs

Automate workflows and deliver effective training digitally to reduce classroom and trainer costs.

EvaluAgent LMS

If you’re thinking, “How do we better connect training with operational support activities such as Quality Assurance, feedback and coaching?”, then EvaluAgent LMS is the tool for you.

Improve knowledge retention by easily creating engaging learning content

Create and manage engaging training material, online lessons, quizzes and learning paths. There’s no need for additional authoring tools here.

Create new content and embed existing videos, images, PowerPoints and PDFs into lessons.

Migrate to EvaluAgent LMS easily by importing current SCORM courses and quizzes.

Create interactive quizzes with multiple question ties.

Build training paths to ensure new agents are correctly onboarded.

Target individual knowledge gaps at scale, with auto-enroll and connected workflows

Always enroll the right agent, on the right course, at the right time with integrated workflows and smart triggers which address underperformance automatically.

Assign courses “in the moment” as part of a One-to-One or a standalone action.

Remove the need for manual intervention with optional auto-enrollment based on QA results and line item performance.

Enroll individuals, teams and entire groups of agents.

Open a course library enabling agents to self-enrol and continue their personal development.

An accessible toolkit for personal development

Make learning fun and easy with everything a learner needs all in one familiar place which is accessible from anywhere in the world. Combine fantastic courses with gamification to maximize motivation, completion rates and knowledge retention.

Gamify learning with points, badges and leaderboards.

Formalize achievements with branded certificates.

Assign due dates and send reminders in-platform.

Provide access from anywhere with a personalized “My Learning Area” for learners so you’re prepared for international expansion and lockdowns.

Monitor progress and show a return on investment with a whole host of reporting features

Executives have complete, real-time visibility into training across the organisation whilst team-leaders and agents can see what lessons need to be completed, alongside a record of their 1-2-1 and other actions – all in one place.

Monitor total lesson time, results, re-sits and completions.

Ensure compliance via real-time audit logs, certification and completion dates.

Utilise hierarchical reporting to report by teams, departments, agent and course status.

Correlate with QA scores and coaching sessions to demonstrate the effectiveness of all your efforts.

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Customer stories

Throughout Europe, North America and Asia-Pacific.

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FAQs

What are SmartTriggers?

Because EvaluAgent is an all-in-one platform, it can use data from QA evaluations to automatically enroll agents on training courses relevant to their needs. How does this work? Let’s look at a quick example. Let’s say that you recently updated a key product of yours and that you wanted to ensure your agents had retained the knowledge from their initial training and were providing the right info to customers.

You could create a targeted eLearning lesson on the topic. Then, you could set the system up to auto-enroll all agents who fail a given line on their evaluations multiple times onto this course. This ensures that training is targeted where it’s needed most. Agents get personalized, skills-based training rather than sitting through generic courses that aren’t relevant to their professional development.

The system is set up on the screen below to auto-enroll everyone who fails the “was all the information given to the customer” criteria three times in a row.

How does EvaluAgent LMS improve my agent’s onboarding experience?

According to research by Glassdoor, organizations with a great onboarding experience improve new hire retention by 82% and productivity by over 70%. Getting this right will reduce staff attrition, which is something contact centers have struggled with traditionally. It’s reported that the annual rate of contact center employee turnover is 26% – considerably more than the national average of 15%.

No one likes to complete onboarding journeys entirely virtually. To make an employee feel welcome, you will need to do some things in person – or at least over video chat, if you’re committing to working remotely long term. That said, your team leaders have a lot on their plate. It’s pointless to add basic onboarding tasks like fire safety briefing or basic software tutorials to their list because there’s a fair chance they won’t get round to it – and all that contact time can make new hires feel overwhelmed too.

Ease the burden on both parties by identifying basic administrative processes that fall outside your team leaders’ core competencies. Run these as compulsory eLearning modules with a completion deadline to ensure your agents get access to the basic information they need to start strong. Additionally, by having more insight into the performance of new agents as they progress through their initial onboarding, their strengths and weaknesses can be easily handed over to their new Team Leader. For team leaders, this is amazing because they can better understand their new team members straight away and coach accordingly.

This speeds up RAMP time and reduces the impact of new agents joining a team.

How can I move from my existing eLearning platform to EvaluAgent?

Transitioning to EvaluAgent LMS is simple. We have the ability to digest any SCORM-compliant file so you can migrate with ease and import any existing training material created elsewhere.