Call Center eLearning
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 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.
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.