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As people-intensive organizations, contact centers continually are expected to do more with less. As a result, there will always be a drive to enhance productivity. Coaching and eLearning helps contact centers: - Reduce operating costs while maintaining quality service and adding value to the business.
- Increase customer satisfaction and problem resolution and decrease support costs by creating an environment of continuous process improvement.
- Effectively gauge your customers’ experience with quality monitoring, speech analytics and integrated customer surveys to continuously improve your customer facing business processes.
- Empower agents to improve their effectiveness using evaluation forms, recorded calls and screens, and coaching feedback on specific customer interactions from a single, easy-to-use interface.
- Easily evaluate and coach agents by initiating coaching sessions automatically based on pre-set performance goals.
- Ensure performance is aligned with overall business goals with automated tools for goal setting, performance tracking and initiating “needs based” coaching.
- Track the impact and effectiveness of training and coaching with performance improvements.
- Uncover reasons for performance shortfalls with automated performance measurement and analysis tools.
- Reduce training time and costs with robust online learning management and content authoring tools that let you efficiently train agents during optimal times.
- Continually improve agents’ skills and knowledge with pre-packaged or customized content designed to address their unique training needs.
- Optimally train agents without impacting your center’s productivity by dynamically delivering eLearning content directly to agents’ desktops while monitoring service levels in real-time.
- Easily configure and administrate your training process to your exact needs without programming.
- Optimize the scheduling of agent training in sync with your staffing plans.
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Applying Coaching and eLearning in the contact center environment blends the benefits of coaching and training to ensure that your staff has the right information and experience to keep customers happy, close sales and cure delinquencies. What’s more, you can also impact agent retention in a positive way with the right Coaching and eLearning programs. The more prepared agents feel they are to handle customer interactions, the more likely they are to be satisfied with their job. With better trained and informed agents, your business processes run more smoothly and the whole contact center is more aligned with corporate goals. By helping to foster an environment of continuous process improvement, without impacting your center's productivity, Coaching and eLearning reduces costs and increases contact center performance, agent retention, and customer satisfaction. Learn more about how the PerformanceEdge™ performance optimization suite from Aspect can change the reality in your contact center.
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BrochuresChange Your Reality Coaching and eLearning PerformanceEdge eLearning BlogContact Center: Unplugged
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