Guide to enhancing customer service training: from onboarding to advanced learning with an LMS for helpdesk environments

Today a lot of companies choose the remote work model for their employees, which means they need effective solutions to support team training. From onboarding new hires to delivering advanced training for their teams, these solutions must fit seamlessly into daily workflows so as not to interfere with daily tasks. Well-organised training not only keeps employees skilled and confident in what they do but also improves team productivity. So it's no surprise that many companies are starting to take remote training seriously.

Effective customer service training is important for businesses aiming to build customer loyalty. For helpdesk environments, where each interaction can impact customer attitude towards the company, training programs cover everything from hard skills to soft skills. Moreover, customer service teams often face high turnover, which means that having a consistent training process is crucial for getting new agents up to speed quickly.

Any training starts with setting clear goals. For helpdesk environments, this means understanding what skills and knowledge are essential for agents, so they perform their roles with confidence. Begin by assessing their current skill levels and highlight areas for improvement. Understanding the kinds of customer interactions, types of issues handled, and the technical tools they use daily to perform their tasks will guide the creation of training materials.

Identify your primary training goals. After you’ve conducted the assessment of agents’ current skills, you’ll start to understand what kind of training they need: to improve technical skills, develop better communication, or strengthen their problem-solving.

Collaborate with experienced agents and team leads and create a knowledge base together. Gather important information, best practices, and troubleshooting techniques. It will serve as a core resource for your training.

Select an LMS with the most adaptive tools (such as having a mobile version) and an intuitive interface. Seturon LMS is a great example that has advanced settings to create personalised learning paths based on current students’ knowledge. Such LMS will help you foster a life-long learning attitude among teams and engage people in the learning process.

Work with an Instructional Designer or a Learning Experience Designer to plan out the training. They will help you build a learning path that will help your trainees hit certain learning milestones and goals.

Plan out gathering feedback from participants by including surveys, quizzes, or feedback forms to get insights into what works best for your team. It will help you improve your training, making the training experience better for your employees.

There are different types of remote training that can be done for employees. From onboarding to advanced learning, the majority consists of one or multiple types of learning activities, depending on the learning goals you have for training. Here are a few popular examples you can consider to implement into your training or course:

Real-life sessions using video conferencing tools.

Pre-recorded lectures and interactive learning materials are accessible anytime online.

Usually combines online and offline training, but in a remote setting combines synchronous and asynchronous training.

Online seminars focused on one specific topic, usually live, but can be recorded for on-demand access.

Theory in text, usually supported by illustrations, videos, quizzes and other interactive elements.

Short learning units targeted on acquiring a specific skill or knowledge.

Learning through communities via forums, chats, and other social platforms, facilitating peer-to-peer knowledge sharing.

A learning activity with interactive scenarios that is created in a game-like way, mimicking real-life situations.

Educational content delivered in an audio format.

A knowledge-checking activity, usually interactive and with the possibility of instant feedback to students.

Whether a new team member has just been hired or an employee is transitioning from another department, good onboarding is important to help them feel welcomed and start contributing from day one. Onboarding gives new hires an introduction to company values, mission, essential tools, and core processes - no matter where they’re located, they have easy access to all the training they need. Through interactive modules and personalised learning paths, remote onboarding ensures new team members feel confident and supported. It’s not just about getting them up to speed It's about setting them up for long-time success in their role.

Advanced training empowers customer service agents to excel in customer interactions and handle complex service scenarios confidently. By offering interactive modules tailored to each agent’s current skill level, adaptive learning allows team members to build expertise at their own pace and revisit key skills when needed. LMS-driven remote training supports both skill and career growth without interrupting daily workflows. This approach not only improves their knowledge and prepares them for real-world tasks but also boosts their confidence, leading to exceptional service from their side. Upskilling employees is important for maintaining competitiveness in the market, as continuous learning keeps teams equipped with the latest skills and best practices.

When a company introduces a new feature or support service, training the team is needed to maintain clear and effective communication with customers. For example, if the company launches a new ticket prioritisation system, training ensures that agents understand the new tool and can explain its benefits to customers. This training can include interactive modules and real-life scenarios, helping agents understand how to use the system effectively and practise handling customer questions about the feature.

Stepping into a leadership role requires additional skills to manage a team effectively. For instance, for an agent being promoted to team lead can be both exciting and challenging, as it involves adapting to team dynamics and taking on new responsibilities. Training that covers leadership, effective communication, and conflict resolution can help new leaders succeed in their roles. With these skills, they’ll be better equipped to motivate the team, delegate tasks, and manage performance.

Investing in well-structured remote training is investing in your company’s success. Using an LMS for corporate training benefits companies by having a centralised learning environment for the employees, scalability when it comes to launching multiple trainings or courses, accessibility that allows students to learn anytime and from anywhere, cost-effectiveness, and data-driven insights to help improve further training. By focusing on adaptive training solutions, businesses can build stronger, more productive teams, ready to meet the challenges of a dynamic digital workplace. With the right tools, companies can ensure that employees across all levels and departments are not only equipped with essential knowledge but are also engaged and motivated to grow.