When Search Comes up Short: How Customer Service Teams Win

Matt is a customer service agent at a large, global retailer. He’s a model call center rep—he works hard, has high first call resolution, and receives a consistently high NPS from customers. Matt takes a call from Mandy, a busy mom of two children. The major appliance she recently bought is acting up, and Mandy has a clarifying question about the product’s warranty. Unsure of the correct answer, Matt searches for information in his employee training software—the company’s primary knowledge base. Unfortunately, his search comes up short. He can’t find any helpful content. Mary begrudgingly sits on hold, while Matt finds someone who knows the answer.

This scenario happens thousands of times every day at call centers across the globe. But one forward-thinking Lessonly customer decided to do something about it. This large conglomerate found that many of their employees were turning to Lessonly with questions, but weren’t finding the answers. Our customer saw the large volume of null searches as a unique opportunity to analyze search data, improve training content, and boost business productivity.

Identify gaps in training

While many training programs provide high-level metrics like completions, overdue assignments, and quiz scores, they don’t provide specific, actionable insights about business performance. Lessonly champions data over principles to drive continuous rapid improvement—and so did our customer. Initially, the company, which didn’t have a large content library, simply guessed at what training their employees needed. Preconceived ideas were driving their decision-making—at the cost of amazing customer service.

Using Lessonly, the organization dug a little deeper and analyzed nearly 200 null searches over a month’s time. After reviewing the type—and amount—of null searches, they identified a number of key topics that weren’t addressed in their current training materials.  This search data provided targeted insights on the training topics that employees actually needed to perform their jobs. By pinpointing specific questions and subjects, now the team regularly creates content to address gaps in knowledge and give employees the information they need to deliver a world-class customer experience.

Offer employees with related learning

According to McKinsey, the average worker spends nearly 20% of their work week looking for internal information. In an effort to reduce wasted time by agents, our customer now leverages the search functionality to recommend relevant lessons. When an employee searches for a specific term, such as “warranty”, Lessonly recommends related lessons. Whether this content is assigned or elective, employees are encouraged to access learning anytime and anywhere. Additionally, each manager can track which content is popular— or being ignored— while seeing who’s learned what, when, and how well.

Lessonly’s Learning Library also provides a single hub for all an organization’s knowledge. The Learning Library is topically organized and easily searchable. This means that Matt spends less time searching for answers and more time helping customers. In his downtime, Matt can learn more about products and processes—and he increasingly does better work.

Drive Employee Empowerment

Companies like Matt’s have reaped two-fold benefits from search functionality in their organization. First, Lessonly has positively changed employee behavior. Rather than turning to a colleague for ad hoc information—which may or may not be correct—employees are turning to Lessonly as the ultimate source for organizational truth. This encourages team members to be self-reliant, confident, and problem solvers.

Access to on-demand knowledge has also propelled the team forward to greater productivity. Employees spend less time searching for answers and more time learning information that is critical to their role. When employees have the tools they need to do their jobs, they become more engaged and happier at work—which leads to successful teams and businesses.

Our Customers Aren’t Content With the Status Quo

Call center agents wasting time looking for essential information is not ideal. Our customer didn’t see null searches as an issue—they saw it as an opportunity—and changed their business accordingly. We believe that employees do their best work when they have on-demand access to answers, and Lessonly for Chrome brings the power of search to employee training—right in your browser. Learn how Lessonly’s employee training software can transform your business. Take a tour today.

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