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LMS or LXP: The Case for Customer Service Training Technology

Wisetail | 3 min read

Employee training is an investment that, managed effectively, pays for itself — and then some. Comprehensive learning and development programs can be a significant business expense in terms of time spent as well as material costs. To manage a successful L&D program, centralize your company’s training and ensure consistency with a learning management system (LMS) or learning experience platform (LXP).

LMS and LXP technology can deliver in-depth and immediate training options to simplify L&D programs for businesses of all sizes. Online L&D platforms manage training content to ensure compliance and consistency for employees, vendors, partners, and customers.

Two women observing a laptop screen

An LMS is especially useful for L&D administration. Features include:

  • Progress tracking and reporting
  • Compliance management
  • Data analytics
  • Well-defined administrative roles
  • Content search rules
  • Set-and-forget enrollment
  • Audience permissions
  • Centralized access
  • Embedded content
  • Content curation
  • Custom design and branding

An LXP has all the features of an LMS with added functionality to foster an open and collaborative online learning environment. With an LXP, L&D programs can include:

  • Gamification
  • Social interaction (e.g., likes, comments, and shares)
  • User contributions
  • A virtual workplace community
Two women conversing by an open laptop

The primary distinction between LMS and LXP solutions is user interaction capabilities. Depending on your company’s needs, balancing the administrative and tracking capability of an LMS with the social components of an LXP, can provide comprehensive training and enhance engagement in the employee learning experience. Add in the consistency and communication benefits of a centralized learning hub, and L&D is a productivity boost and a bonus to the employee experience your company has to offer.

Group of people collaborating at a conference table setting

All together now

Centralized online learning platforms are content resource libraries containing all your company’s training assets within a single online space. The benefits of a central learning hub include:

  • Consistent content. A comprehensive LMS or LXP simplifies and streamlines the management of content, programs, courses, and support materials. Updates, changes, and material additions are delivered quickly and efficiently — without the costs associated with replacing hard copies, manuals, and other physical training materials. And when all L&D content resides in one place, learners are exposed to consistent company messaging.
  • Trackable progress. Online L&D platforms track and record learning progress for each employee. Data regarding employee participation, course completion, collaboration, and assessments provides powerful insights for informed L&D decision-making.
  • Recognition and reward. Centralized training makes it easy to recognize and reward employee achievements, provides avenues for communication, and creates community among employees at every level.
  • Training management. Online employee learning material can be updated or scaled with ease. New content is immediately accessible to learners without the additional time and expense of planning, hosting, and delivering an in-person training event.

The most significant benefit of a centralized LMS or LXP is training consistency. When your business model includes multiple locations, brand consistency is essential for meeting and exceeding customer expectations. Centralized training establishes a consistent employee experience across all locations, so your brand delivers a predictable, polished, and positive customer experience.

Centralize L&D for customer service consistency with a comprehensive LMS or LXP. And if you’re on the fence about which platform is best for your business, check out Why You Need an LXP, Not Just an LMS.