Driving Employee Engagement and Upskilling the Workforce through Coaching With Learning

[Apoorv Mehta]

One of the latest offerings in the Rome release is the new and revamped Coaching application, part of the ITSM Professional offering. Coaching with Learning, available on the AppStore, combines the power of coaching opportunities, assessments, and virtual coaches with an enriched library of learning content from internal and external learning management systems (LMS) using the enterprise service management learning integration framework.

The Coaching with Learning app will allow coaches and service desk managers to curate, assign, and assess learning tasks for their agents right here on the Now Platform. Coaches can assign learning content from internal sources, such as a Knowledge Base, SharePoint site, or any URL. They can also assign external learning content, with out-of-the-box integration spokes provided for learning management systems like Cornerstone, Udemy, and Pluralsight. Plus, lots more on the road map for the next few store releases. Combined with coaching opportunities & assessment features part of the Coaching app, this app will allow managers to automate the creation and assignment of training content on moments that matter. By enabling agents with the skills they need to succeed, a manager can significantly drive the improvement of some of their key metrics like Customer Satisfaction, Mean Time to Resolution, and First Call Resolution.

If you are an ITSM Enterprise Customer, it gets even better! We’ve integrated Coaching with Learning into Workforce Optimization for ITSM. Managers, coaches, and supervisors can create and access their learning catalogs, learning content (library of both internal and external learning courses), and learning tasks from one, centralized workspace.

Content Curation

Learning catalogs allow coaches, managers, and supervisors to curate a subset of training content from the organization-wide library of internal and external courses that are specific and applicable to the teams that they manage. This could be anything from a series of onboarding trainings to critical systems learning paths to organizing learning content by topic. With the options to restrict/share these catalogs with additional managers, this quickly helps managers share and optimize the standard learning experience for multiple teams across the organization.

Content Creation

Managers and Coaches also can create new course items. From anything as simple as a 3^rd party video URL, e.g. Vimeo and YouTube to a more detailed and specific content like a KB article/Free-form blob, all the learning needs of the workforce are taken care of, right within the manager workspace/coaching with learning modules on the Now Platform.

Learning Assignment

Learning Tasks can be assigned to the agents in various ways. If you already use a third party LMS like Cornerstone, the learning tasks capture the state and the progress from the LMS. Support for other platforms like Udemy and Pluralsight includes smart links that directly take the agent to the relevant video or content for quick information consumption. Managers have the option to assign trainings to their agents in one of the following ways:

1. 1. Trigger the auto-creation of a learning task based on pre-defined rules using Coaching opportunity
2. 2. Create ad-Hoc learning tasks from Manager Workspace (Coaching Module)
3. 3. Create a virtual Learning task as part of automated coaching using Virtual Coaches
4. 4. Assign Incident/Interaction/Case specific training using coaching assessment sidebar on Manager Workspace

Monitoring

Combined with Workforce optimization for ITSM, managers can easily track the trainings that are assigned to their agents.

The Coaching with Learning application on the AppStore does all this and more so go check it out!