How to develop product knowledge with call center training

Have you ever been on the phone with a customer service agent when you had an issue with their product or service and had a bad experience? How did you feel at that moment? Frustrated? Irritated? Ready to leave for a competitor?

At the center of these interactions between your call center agents and your customers is one thing: your product. Oftentimes, a customer is on the phone with your team because they have an issue or question with your product. They called you to get their question answered or problem solved, and they expect the outcome they want. Given your product is the focus of your agent's interactions with customers, shouldn't they have in-depth product knowledge? We certainly think so.

Product knowledge isn't something that comes naturally. As a Product Manager who works with the Lessonly by Seismic product all day, I admit that it can be difficult to learn and stay up-to-date with all of the rapid changes of a product. Call center agents are challenged with having a depth of product knowledge in their arsenal—among other things like soft skills, hard skills, and more—and they need to use that information when problem-solving for customers in their moment of need.

The importance of product knowledge in customer service can't be overstated either. Whenever a customer gets in touch with a customer service rep, they're usually on their last lifeline. Imagine how much more frustrating it would be when the rep doesn't even know how to fix the problem. By using a learning software like Lessonly to distribute product knowledge to your reps, the entire team and company are more enabled to help the customer. If you can turn an unhappy consumer who calls customer service support into a positive customer relationship, management software will pay for itself in no time.

Today we are going to lay out six tips you can use to help you exercise your contact center team's product knowledge muscle. Let's go!