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Timely, targeted agent training is more critical than ever in today's contact centers. In this fast-paced environment, it is increasingly difficult to find time to take busy agents away from their stations for training.
NICE Learning is a comprehensive solution for electronic learning and assessment that delivers multimedia e-Learning directly to the agent's desktop. Targeted training modules can be triggered based on Quality Monitoring scores to deliver the specific training agents need, when they need it.
Benefits:
- Improve training efficiency - targeted training based on agent evaluations expedites the learning process.
- Reduce training time and "herding" costs - concise, complete multimedia modules delivered to the agent's desktop reduces the need for time-consuming classroom sessions.
- Develop content easily - authoring tools make it easy to develop targeted training modules from scratch and to use content already created. Import PowerPoint, recordings, links to Web pages, and more.
- Motivate and retain agents - regular, tailored training demonstrates commitment to agents' career development.
- Measure success - quickly identify who has been trained, and track improvements.
- Maximize downtime and low call volume periods - train agents at their desktop with just-in-time targeted training and coaching.
For more details please click here
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