eLearning Solution Caters to Individual Needs

LiveOps University 2.0 supports the individual needs of agents, helping them to offer a better customer experience.

It offers more than 625 custom eLearning courses, tailored to the needs and skill sets of agents handling sales, customer service, insurance sales and claims and healthcare-related customer interactions.

The company also develops a new training programme for each new Agent Services client. This ensures that agents are trained with the knowledge and practice they need to be successful in handling that client’s specific needs and customer interactions.

Self-paced, distance learning has been an integral part of the onboarding and training process for the community of more than 20,000 independent, at-home agents since the University was first introduced in 2008.

Driven by the belief that happy agents equal happy customers, the platform has been enhanced with easy access to training and support, as well as situational simulations and increased social learning opportunities.

The University solution fosters the development of knowledge and skills in customer service through peer-to-peer, social and distance learning. This training system has been improved for distance learning with features, including blogs for quick distribution of content and information and forums to promote discussions amongst agents.

The platform also uses social learning to help drive agent performance and success, and can create a sense of community among remote agents – with 95% of active agents engaging with social features on a weekly basis.

“By providing extensive options for training, certification and peer-to-peer learning opportunities, we empower agents to start interacting with customers sooner and with greater confidence,” said Vasili Triant, CEO of LiveOps. “We want to ensure that agents are prepared and ready for success in every customer interaction for every client and that they provide the outstanding service expected.”

For more information about LiveOps, visit their website.