eLearning technologies are designed to fit the
unique call center environment and also address each agent’s unique
needs. eLearning tools also provide a solution for agents that cannot be away
from the phones, 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.
Successful eLearning is achieved by focusing on two
main areas — content and delivery. Companies 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 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
CRMX Preferred Vendor
The NICE 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 NICE 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 NICE inContact’s cloud contact center solutions.
Call Criteria is a Comprehensive HUMAN Quality Assurance Company that provides agent performance analysis as well as compliance solutions to industries like education, insurance, healthcare and financial services.
Working with real HUMAN analysts, we have analyzed over 30 million minutes of customer engagements to provide accurate insights.
Typical results experienced by Call Criteria clients include month over month reductions in compliance violations at a rate of 7% while improving lead conversion and customer retention at a rate of 12% and 9% respectively.