Blog

30th September 2020

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How to upskill agents and boost their confidence with our Puzzel Academy

As the festive season draws closer, now is the time to make sure your contact centre agents are trained and ready for the busy period ahead.

With coronavirus restrictions still limiting travel and gatherings across Europe and the UK, more people are expected to stay at home this winter and spend their time indoors and online [1, 2]. Online sales events, such as Black Fridayare forecast to be bigger than ever and many contact centres, especially those in the retail sector, are bracing for higher demand.

To ensure your agents are prepared for the rush, take a look at their training. Are they confident using your contact centre software? Does anybody need a refresher? Are there any opportunities for agents to upskill? Are new starters yet to complete their onboarding? If so, our Puzzel Academy can help.

The Puzzel Academy is our online Learning Management System (LMS), where you can find a range of interactive short courses on our Puzzel Contact Centre, WFM and Ticketing solutions, as well as extra digital resources designed to support your professional development. The activities take between 15 and 40 minutes to complete and can be accessed anywhere, at any time and on any device. Managers can also track agents’ progress with insights into which courses they’ve completed and where any knowledge gaps may lie.

Having worked as a teacher and trainer for 20 years, I know training needs to be fun and flexible to be effective. Everybody learns at a different pace,” says Scott Maryan, our Learning & Development Manager.

“The benefit of the Puzzel Academy is that it’s always available online for anyone who needs it. While some of our customers use it as a standalone training platform, others use it in conjunction with face-to-face sessions for a more blended approach to learning.

The whole portal has been designed with learners at the centre, with little elements of gamification, such as badges and progress bars, to help keep them engaged and on track.”

Five quick tips to help get you started

1) How do I log in to the Puzzel Academy? 

To log in to the Puzzel Academy, please use the username and password provided to you. Once you have logged in for the first time, you will immediately be prompted to change your password to something more memorableIf you have any difficulties accessing the Academy or cannot remember your username or password, please contact us at academy@puzzel.com.

2) Where are the courses?

You can find all the courses you have been assigned to complete by clicking My Learning PathThese courses have likely been allocated to you by your manager based on your role in the organisation.

Upon accessing a course, you’ll find a number of modules that can be completed at your own pace. If you need to stop a module for any reason, you can return to the course later without losing your progress. You can track your progress via My Learning Path and will be awarded a badge each time you complete a course.

3) Can anyone else see my progress?

No. If you are required to complete a test or quiz, nobody else will be able to access your scores. However, a management report may be produced at a later date to identify test results.

4) Can I do additional courses?

If you would like to complete additional courses, you should discuss this with your manager. The details provided in the course summaries will help guide you on which will be most beneficial to your role.

5) How can I purchase Puzzel Academy passes?

All new Puzzel customers currently receive one free pass to the Puzzel Academy, which expires after 60 days. Existing customers may purchase passes either in a starter pack of 10 or in bulk batches. All passes are subject to either 12month contract or similar CCP contract. 

To experience the Puzzel Academy for yourself, apply for your free pass here.

[1] How Christmas could be different this year https://www.bbc.co.uk/news/uk-54099810

[2] When non-essential stores reopen, will shoppers accept the friction https://www.forbes.com/sites/natalieberg/2020/05/20/when-non-essential-stores-reopen-will-shoppers-accept-the-friction/#204ee05b2c3a