Agent Training and Coaching
Training initiatives should help agents acquire and retain value-based knowledge. At the same time, agents should be able to review existing content within training and reference materials while on a call or other type of interaction. Whether using classroom training or one-on-one coaching on a regular basis, more and more companies are turning to computer-based training to supplement active coaching and training sessions, as well as to reinforce practices and maintain continuous learning in the contact center. Computer-based training can demonstrate tasks and simulate everyday tools and provides an effective way to deliver new information, refresh basic skills or target-train agents on specific skills identified through quality monitoring. eLearning can also be used to assess agent competencies and track progress. Qfiniti Expert delivers targeted training directly to the agent's desktop for a consistent and cost-effective learning experience. This integrated eLearning technology enables fast course delivery to ensure timely distribution of critical information. Expert provides the tools needed to build skills and knowledge, enhance agent performance, and improve retention and productivity. Benefits:
- Delivers content directly to the desktop so training courses can be taken anytime, anywhere
- Reduces churn and recruitment costs
- Streamlines the deployment of complex training programs
- Complements existing coaching and quality assurance programs
- Targets information to the agent based on priority to guide the agent through self-paced eLearning
- Enables online search for agents who need to reference training materials on the job
Administrators can publish, review and track courses in the Qfiniti desktop while agents review courses in the same desktop with their evaluations, greatly simplifying the job of assigning agent training. Online training courses can immediately be assigned to agents as managers evaluate recorded customer interactions to assess performance. This ensures a timely and targeted delivery of training content. Training can further be strengthened with quizzes or reviews, and by pushing specialized training to top performers.
Qfiniti Expert's integrated reporting gives supervisors and training administrators the visibility needed to track progress and agent retention. Reports can be delivered quickly via email, with drill-down information about agent performance.
Qfiniti Expert also helps uncover trends and training gaps at the agent, team or site level by enabling managers to review extensive information about each agent. Qfiniti Expert streamlines the creation of eLearning modules with an open integration to any authoring tool that delivers Web-driven, compliant courseware. Administrators simply publish or link to courses across the enterprise or immediately publish quick information to the desktop. Agents are notified via Qfiniti or email to see the priority and content of the course in seconds. For a rich user experience, video, Flash, sound or other CBT's can be incorporated into the courses. Qfiniti Expert is seamlessly integrated with Qfiniti Observe and Qfiniti Advise, giving agents the ability to review coaching sessions made with annotated recordings.
Qfiniti Expert's centralized data store functions as an agent's personal information, allowing each agent to easily access course content. Online content reduces search time, ensures teaching consistency and eliminates the need for hard-copy training materials. Now integrated with the IDOL, Qfiniti Expert offers relevant, conceptual searches that deliver information to the agent's fingertips with ease.
"Autonomy etalk solutions enable Contact Center Americas to permeate quality in variables that have a definitive impact on meeting our customers' expectations. This is a critical goal for us as customers grow more sophisticated and demanding in an information-laden market."
Jaime Correal Sanchez, Manager International Accounts, Contact Center Americas
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Autonomy Group Customers
