Staff Training with Workforce Management Software

Written by KOVA Corp

Call Center Management Is A Whole With Parts

Call center management is a blend of key elements that must all be in place and operational if your contact center is to be successful. Skillful team members require support by effective resources that are available when needed, employed in response to an accurately forecasted work load. Service needs to be at quality levels that are clear, consistent, and fully communicated.

In other words, a successful call center in today’s fast paced world needs information. And the most critical use of data gathered is in feeding back into agent training.

Workforce Management Supports Your Team

Perhaps there is so more crucial piece to your call center than its training program. Training is the critical level of support that empowers your call center team to give great customer service. More than imparting a skill set, training helps define an agent’s role in the team’s effort to meet quality goals. But to be most effective, training should be tailored to the concrete needs of your team.

Call Center Metrics Can Bring Your Team Together

It’s about establishing trust with your agents. Looking at data, panicking, and throwing training at your team will only erode confidence in your support structure. Successful training is about allowing your contact center’s team members to see how they can control and work to meet performance objectives by taking appropriate action at the appropriate time.

Verint Media Recorder: Workforce Management Software That Makes Training easier

Verint Media Recorder eLearning provides training on agents’ desktop. Your call center’s metrics or direct observation can direct what courses and lessons are made available to individual team members or to entire groups.

Results of quality performance monitoring evaluations can be used to provide automated prompts to tailor training opportunities to a specific agent’s scorecard results. Verint Media Recorder’s eLearning even allows agents to schedule training on their own initiative if they perceive a need.

eLearning: Management Software That’s Adaptable To Your Needs

Managers can see at a glance the coursework that has been assigned, the deadline for completion, and what has been completed. Created with your needs in mind, tutorial material can be generated with Verint Media Recorder’s Content Producer or you can create your own training material for eLearning to assign.

eLearning’s Automated Training Assignments Support Your Team

Verint Media Recorder’s eLearning system meets all your workforce management needs. Advanced Scorecards can be adjusted to include performance thresholds. If performance falls below these thresholds, the appropriate remedial training is automatically assigned to the agent.

Because training can impact work schedules, eLearning can be used in conjunction with KOVA’s Workforce Management system. When training has been assigned to your team, eLearning can send this information to Workforce Management, which can schedule times for training sessions when service won’t be interrupted.

Making Customer Satisfaction Actionable

Customer feedback is key to maintaining optimum service levels. Customer satisfaction surveys can be used to assign training: eLearning allows customer scoring of an agent’s performance to prompt training opportunities.

When it comes to outstanding customer service, it’s the agent that delivers. Persistent and effective training are the means to success. The challenges to that success include changes in products, services, staffing, and processes. KOVA’s workforce management software can allow you to offer timely and relevant training without the inconveniences and expense of classroom instruction.

 

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