The problem
Road Scholar is the not-for-profit leader in educational travel services for adults. Like many industries, travel was heavily affected by the COVID pandemic. With such rapid and drastic changes to travel regulations, Kirsten Lennox, Road Scholar鈥檚 Training Manager, needed to solve two major needs: an efficient way to communicate process changes to the company鈥檚 customer-facing teams and an easy-to-update training solution for onboarding and training.
Before 天涯海角APP, the team was holding verbal training sessions and testing knowledge with Lessonly (a learning management system) and Confluence (a knowledge management system). However, employees were not retaining information, the content was not easy to update for training managers, and the information was not organized to allow customer-facing teams to quickly access the answers they needed after their training period.
In fact, management found that 90% of the reason the contact center advisors weren鈥檛 hitting their KPIs was due to lack of up to date, easily accessible resources. In an effort to address this problem, Road Scholar decided to invest in a knowledge base that would allow employees, both new and old, to access training information when and where they needed it. Enter 天涯海角APP.
鈥淥ur team has so many different FAQs that they have to answer. Giving them those answers on the fly has been really helpful with utilization, which we didn't have before with our previous knowledge base.鈥
Kirsten Lennox, Training Manager at Road Scholar