Use Case

Turn Contact Center Reps Into Advisors

Contact Center reps can do more than just answer questions.

Unlike other learning platforms, LemonadeLXP's learning experience is engaging and fun. Reps enjoy the training experience so they can learn faster.

Even better, LemonadeLXP gives them tools to make their job easier and more enjoyable which helps reduce turnover.

Product Knowledge

LemonadeLXP's rapid authoring tool lets you create technology walkthroughs and product tours in minutes, not weeks.

Walkthroughs and tours help reps master your tech so that they develop the knowledge and confidence they need to promote and support.

Service Experts

The promblem with most learning platforms us that their learning experiences lack empathy.

They focus solely on pushing out organizational messaging offering little value, and less context, for the learner. So learners dread training, making it less effective and reducing its value to the organization.

LemonadeLXP improves learning outcomes using addictive microlearning. By making the learning experience fun learners take training more frequently and they're more focused during training sessions. The end result? Better learning outcomes, faster.

Soft Skills

Once your reps have a deep understanding of your products and services they're better prepared to advise customers. Last piece of the puzzle is developing their soft skills.

LemonadeLXP's role play scenarios provide contact cener reps with a risk-free environment to apply their new product/service knowledge. Role play scenarios challenge reps to spot opportunities to recommend your products and services within typical customer conversations.

LemonadeLXP is changing the way FIs train their contract center reps.

Using a potent recipe of addictive microlearning, technology walkthrough, and role play scenarios, LemonadeLXP delivers a modern learning experience that makes contact center reps more effective, faster.

Impact

ROI

81%

Cost savings v.
traditional training

+37%

Faster onboarding

+91%

Digital product
recommendations

-24%

Call handling times

Rep Feedback

87%

Of reps say digital
fluency improved

92%

Prefer LemonadeLXP
to other training

88%

Want majority of
training in LemonadeLXP

81%

Of reps felt LemonadeLXP
was more effective

Resources

Case Study

How NAB Transformed Contact Center Reps

As part of their ongoing digital transformation initiative, NAB needed to train their contact center reps on their new processes and technologies.

Reps needed to understand how NAB was transforming and what that meant for the bank's customers. And, of course, they also needed to learn how to use NAB new tech.

Problem

NAB had several different contact centers locations, so instructor-led training would be expensive and logistically challenging. They needed an effective way to train a distributed workforce.

First, they naturally considered using their learning management system (LMS), but they quickly realized it wasn't the right tool for the job...for a number of reasons:

  • -It lacked modern tools for technology training
  • -Its tracking and analysis capabilities were limited
  • -They had serious questions about its effectiveness

NAB realized that their LMS lacked the features they needed, but also, it's leanring experience wasn't going to cut it. Digital transformation training offers little value to employees. It doens't help them advance in their careers, and it's mostly about how they need to change...and people don't generally like change.

So yeah, they needed a learning platform with modern tools and features, but more importantly, they needed a compelling learning experience that would drive daily voluntary engagement and learning.

Solution

NAB chose LemonadeLXP to power their contact center transformation training because it was the only platform that had everything they needed:

  • A compelling learning environment to prompt daily training sessions
  • Rapid authoring tools for technology training
  • Microlearning that could be delivered within the flow of work
  • Deep analytics to measure business impact
Ya know, all the stuff we say on our home page!

Results

We probably wouldn't have written this customer story if the program sucked, right?

NAB saw a 28% reduction in call handling times, a 39% increase in digital product knowledge, and 87% of the contact center reps said the training was more effective than their LMS.

Drink the Lemonade!

Get the low down on how LemonadeLXP makes training better.

Email [email protected], or book a no-hassle platform demo:
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