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The Solution Made Easy™ Agent Coaching software enables you to automatically intervene when agents are underperforming by delivering coaching and training content in the form of courses, coaching tips, quizzes, training flashes, pre-shift announcements, and bulletins. The means to trigger training based on agent performance provides an unprecedented level of coaching automation.
Proactive computer-based coaching and training is the most efficient training method for training agents in a contact center – far more effective than traditional classroom training. With the logistical challenges of scheduling hundreds of agents with multiple shifts into a classroom, it’s clear that automated call center coaching provides companies with a powerful alternative or complement to traditional agent training.
The Solution Made Easy™ Agent Coaching solution enables contact center managers to deliver multimedia training to agent desktops on a schedule- or rules-driven basis. This powerful tool allows managers to set rules that send targeted coaching and training to individual agents or groups when predetermined thresholds are reached. Unlike other agent coaching solutions, training can be launched on the basis of thresholds reached per Quality Monitoring scores, Performance Management reports, or from data derived from numerous other integrated solutions, processes, or technologies – not just from random Quality Monitoring evaluations. By targeting the right training to the right person at the right time, agents will offer improved service – heightening customer satisfaction and ultimately increasing productivity.
The Solution Made Easy™ automated Agent Coaching and training solution is an empowering and highly motivational tool for agents. Instead of waiting for a weekly report to inform them that their conversion rates have dropped or that they haven’t been adhering to new quality requirements, they are presented with a constant update – providing the necessary impetus to take part in additional training sessions and take control of their own performance. For agents working on incentives, real time call center coaching solutions are invaluable. There are no more nasty surprises. In addition, the dashboards create a positive energy and sense of camaraderie between the agents.
Agent Coaching course content can be launched fro m completely customizable Performance Management dashboards. Courses are placed in agent dashboards whenever a manager schedules training for particular agents, or a rule configured by a manager can automatically trigger training for a specific agent or group of agents. Prerequisites can be enforced to ensure courses are completed in a logical order.
Solution Made Easy™ Agent Coaching offers a feature-rich multimedia authoring environment for creating courses and quizzes. Content can be created quickly and easily by contact center managers without assistance from IT personnel. Embed examples of good or bad calls along with screen activity to enhance the learning experience. The testing process is simplified with an easy-to-use QuizWizard. All quiz scores are automatically maintained in the agent training and coaching database and are immediately available for reporting purposes.
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