Call Center eLearning
Traditional eLearning programs are great – for the Enterprise and individuals with hours to spare. But eLearning for the contact center is a completely different challenge because it’s difficult for agents to spend a lot of time taking long CBT courses that may not be the right fit for every individual. Contact centers have very specific needs and technology requirements that can’t be met with a one-size-fits-all approach.
Today, emerging eLearning technologies are designed to fit the unique call center environment and also personally address each agent’s unique needs. For example, eLearning tools now allow supervisors and management to tailor programs to each agent’s particular learning style. These tools also provide a solution for agents that cannot be away from the phones. eLearning tools also gives supervisors and call center managers a way to cut through the deluge of information already bombarding agents, and get agents critical updates that they’ll immediately see and understand.
So, how is successful eLearning achieved? By focusing on two main areas — content and delivery. The first area, content, must have several options that allow supervisors and managers to directly address agents’ unique needs. Based on these needs, you must have the option to create eLearning content with easy-to-use tools, link to computer-based training and/or utilize existing content in order to maximize dollars. The flexibility of multiple program options provides supervisors with the right tools to train agents and provide them with critical information and updates to meet the changing demands of contact centers.
The second area of focus for contact centers to achieve success is delivery. eLearning must be delivered directly to agents at their desks at the right time. This ensures agents receive education when it does not adversely affect incoming calls. Whether content is delivered immediately, during coaching sessions scheduled through the workforce management application or when call volumes are low, putting information at agents’ fingertips at the right time dramatically improves performance. Flexible delivery allows supervisors to deliver content to agents as soon as they see a need, which helps agents improve right away. Delivery to the desktop also allows agents to review information in the privacy of their workstations and learn at their own pace.
Your agents are the key to successful business results, trainers must strive to help agents be more effective by focusing on delivering the right information at the right time to improve both service and telemarketing performance. Incorporating a successful eLearning solution into your organization gives the contact center more effective agents who, in turn, help the business lower costs, lower customer churn and increase revenues.
NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.
OpenText WFO Software has a 32-year history of innovation, holds 24 contact center technology patents, and provides enterprise contact center customers around the world with call recording, integrated workforce optimization and advanced analytics. Our workforce optimization solution, OpenText™ Qfiniti, is a modular suite that includes tools designed to optimize workforce management, quality monitoring, liability recording, coaching and eLearning, performance management, and surveying. OpenText™ Explore is our speech and Voice of Customer analytics product that enables the enterprise to gain customer behavior insights in multi-channel, multi-language contact center environments.
Verint® Enterprise Intelligence Solutions™ is the leader in enterprise workforce optimization software and services. Its solutions are designed to help organizations of all sizes capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization™ suite is the industry’s most unified solution set—featuring quality monitoring and recording, workforce management, customer interaction analytics (speech analytics, data analytics, text analytics and customer feedback surveys), desktop and process analytics, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.