Contact centers are where first impressions are made and customer relationships are built. Agents are under constant pressure to quickly recall information in order to solve customer issues and more recently, offer new products and services to improve the customer experience. The problem is, agents forget 70% of their training in just 24 hours. Cerego stops agents from forgetting and helps them meet their KPIs with the only adaptive learning platform built using cognitive science and AI.
Turnover is costly and directly tied to a lack in training support. Contact centers specifically report an above average turnover rate each year (20-45%.) Cerego provides agents with an adaptive learning tool to meet their goals, increase engagement, and save call centers money.
Agents prepared with hard skills necessary to mitigate issues and soft skills to de-escalate situations are best prepared to increase customer satisfaction. A mere 5% increase in customer retention can increase company profits by 25-95%.
Whether you track your performance using Customer Satisfaction Rating, Avg. Hold Time, Avg. Handle Time, First Call Resolution Rate, etc., Cerego helps you hit and exceed your performance goals. Reports make it easy to clearly communicate your value at the executive level.
—Crina Petre, Senior Manager of Training and Standards, TechStyle Fashion Group
With Cerego, agents know what's needed to provide the best customer experience. Whether it's product information, troubleshooting steps, or general policies and procedures, Cerego automatically trains and tracks how well agents remember every module.
Here’s how TechStyle uses Cerego to build a training program for representatives that is both personalized and scalable, on a global level.
With a tight holiday training schedule and a growing number of people to train quickly, the pressure is on to ensure every employee is effectively trained and knowledgeable.
“We’ve been able to consolidate a one-week onboarding bootcamp and nearly 700 pages of text into a digestible format that new employees can easily learn and remember with Cerego, allowing us to meet the staffing needs of our partners.”