eLearning & Coaching

eLearning

Fine-tune Your Staff's Skills Without Disrupting Customer Service

With Impact 360® eLearning from Verint®, you can deliver timely, individualized training directly to your agent's desktops and assign training at the most opportune times, keeping your service levels intact. eLearning helps you fine-tune your staff's skills without disrupting customer service through off-the-shelf Verint courseware, or custom courseware you can develop yourself.

eLearning is designed to help contact centers address the following challenges:

• The rapid rate of change in everything from products and processes to the competitive landscape
• The high cost of classroom training, from courseware development to facilities and instructors
• The difficulty of maintaining service levels while providing staff with adequate time to learn
• The need to provide courseware targeted to each organization’s environment and goals
• The obstacles to measuring training effectiveness
   

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Verint's eLearning and coaching can improve staff efficiency, accuracy, and retention, while reducing training time and costs to enable staff to complete training courses when they are least busy and without leaving their desks. 

Contact Adtech today to learn how you can help maximize visibility, staff morale, accountability, and fairness in staff processes throughout your entire contact center and back office.

All information is based on Verint's 5th-Generation, Impact 360^® Workforce Optimization Suite.

Features & Benefits

Content Producer

With Impact 360 Content Producer, you can create training content in just a few hours from your contact center’s recorded audio and screen interactions, plus a wide range of other materials.

Lesson Management

Impact 360 Lesson Management enables your staff to access training assignments without ever leaving their desks. Staff can assign, deliver, and track training, and students can access training and review their learning history. Lessons can be assigned to personnel at all levels of an organization. Integrations among Lesson Management, Impact 360 Quality Monitoring and Impact 360 Scorecards lessons can be assigned based on skill gaps or low KPI scores.

Desktop Learning Library

The Impact 360 Desktop Learning Library is a practical, convenient way to teach new hires how to use Impact 360 and help contact center agents, administrators, and supervisors keep their skills up to date. Staff can review these brief, focused lessons between calls, when their schedules permit, or when a scheduler has assigned them a learning break as part of their daily activities.

Interaction Skills Courseware

Built on nearly two decades of experience in the contact center arena, this robust, packaged suite helps you build agent skills without creating courseware yourself. Developed specifically for contact center agents, Impact 360 Interaction Skills Courseware focuses on essential “soft skills”, including communication, sales, service, phone, and e-media techniques.

Back Office eLearning

In the back office, as in other parts of the enterprise, ongoing training is critical to optimizing workforce performance. Yet, few operations can afford to let service levels slide while staff attends classes. Additionally, many back-office employees may work from remote or home offices, making classroom training costly and impractical.   Impact 360^® for Back-Office Operations provides Web-based eLearning functionality that delivers training right to employee desktops. Plus, it enables staff to complete training courses during down time and quiet periods without leaving their desks.

With eLearning, you can select courseware for delivery to employees and then track course completion and subsequent job performance to determine the effectiveness of the training automatically, by supervisors or employees.

Flexible Courseware Content

Develop interactive eLearning content for your back-office organization in just a few hours using basic skills. You can also create and edit learning clips from interactions that your organizations has recorded to highlight best practices and areas for improvement. Or you can use AICC-compliant courseware purchased off the shelf.

Coaching

Impact 360 Coaching is a practical solution to help contact centers make agent coaching a part of daily operations.  Coaching provides out-of-the-box workflow for scheduling, delivering, and tracking agent coaching that’s integrated with individual quality monitoring evaluation scores and key performance indicators (KPIs).  By tying agent coaching together with scorecards and training — and making this information available right on the desktop — Coaching can help your organization provide employees with better guidance on how to develop and enhance their skills.

Make Coaching a Part of Contact Center Activities

In the hectic contact center environment, managers and supervisors often spend the least amount of their time coaching agents. Verint's Coaching leverages scorecards, KPIs, evaluations, and other benchmarks to trigger coaching “events.”  Using user-defined thresholds for acceptable performance, Coaching can automatically send an email or pop-up alert to the appropriate manager if an agent’s scores drop below the threshold. 

Provide Coaching Tailored to Individual Agents

During coaching sessions, supervisors can provide agents with one-on-one feedback that’s substantiated by the documents or recordings attached to the coaching form. This not only helps expedite the sessions, but also provides agents with specific examples of behaviors or skills that are commendable or need improvement. The net result can be more objective, meaningful sessions that can help employees better focus their efforts.