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Hi all, I would love to hear from those who are using the ‘Training’ feature in Panviva – the KM team at Foxtel is seeking to understand more about it, and whether we could find a use for it. Potential use cases I have in mind are:
• reinforcing (and recording agents’ understanding of) key compliance points and business rules
• testing and measuring agents’ general knowledge and identifying knowledge gaps
• a way to record that agents have ‘read and understand’ the content on important pages.
This is an example of how we use training functionality internally to ensure the staff reads our internal policies. By using a series of training questions we are able to test critical knowledge and then run a ‘Training results’ report to see who has attempted the course. The report includes the time a course was undertaken and the result (Pass or Fail).
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