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.
The inContact platform includes ACD software with skills-based routing, IVR with speech recognition, CTI capabilities, reporting, work force optimization, eLearning, agent hiring and customer feedback measurement tools. Taken together, the inContact service center platform creates an integrated, all-in-one software solution for operations seeking to support call centers, including those with a distributed workforce – either at-home or multi-site. Please see inContact’s cloud contact center solutions.
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.