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Marketing solution - product & service knowledge
Product and services offerings can change rapidly, and it is vital that customer-facing staff are knowledgeable, confident and accurate when discussing products with customers.
Confidence and accuracy
Confidence and accuracy are of particular importance in customer service departments, where call types can range from up-sell, complaint-handling or rescuing a cancellation. Requirements such as these create a considerable challenge for both marketing, trying to introduce new products into the offering, and contact centre operations needing to meet demanding performance targets.
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Supporting knowledge retention
Standard training, learning and development strategies have had mixed success within the contact centre environment and improvements in knowledge are often short-lived. However, Incentivise supports knowledge retention as training information is delivered in bite-sized chunks over an ongoing period, ensuring that information in retained.
Incentive campaigns can promote learning and reward achievement in many areas of knowledge, including:
- Understanding the product and service
- Complying with the correct procedure
- Maximising the customer experience
Achievement-based incentive campaigns
Learning activities can be determined at department level, or by individual team managers who have identified a specific knowledge or skills gap within their own team. Incentivise allows marketing teams to create targeted incentive campaigns to combat challenges such as:
- Overcoming learning fatigue
- Keeping staff motivated
- Improving knowledge retention
Our unique Realise, Recognise, Reward approach is a proven system for achieving higher levels of staff knowledge, and improving knowledge retention, for internal staff and those of outsourced partners and 3rd party resellers.
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