Focus on call centre agent development with measurable efficiency and effectiveness.
Developing Contact Centre agent skills is difficult enough when they are all in the same room or call centre location. But all bets are off when migrating to the new normal of a Hybrid working environment.
Or is it?
Research studies have found that a person retains 30% of the message if they watch it, 20% if they listen to it, and retains over 70% of the message when they see and hear it.
Content must be readily available, provided on whatever device the agent prefers, increases commitment to learning. Educators recommend that the ability to visually access, review, and digest small sub-components of a larger piece of information – with the appropriate context – results in the best retention.
Ensure that agents are provided relevant content and curriculum, supporting their career progression, which enables them to learn at their own pace. This encourages and helps improve information assimilation and retention of what they’ve learned, improving agent productivity and overall customer satisfaction.
Leveraging a consistent and repetitive approach using both visual and auditory prompts – either for onboarding or ongoing development for upskilling – further reinforces retention and improves real-world application of the new knowledge.
Whether at the office, as part of a hybrid team, or working as a remote agent, the same development programs are available to all.
The same evaluative criteria should be consistently applied to all agents to ensure the development programs deliver the expected results. All agents should then be evaluated while they are actively handling customer calls.
Centralise all your video-based agent development content in a customisable, easily managed WebTV platform.
Enhance the searchability of and within your videos using chapters, indexing, keywords, and subtitles.
Simplifies end-user learning and video course development.
Add multi-language subtitles to simplify global training initiatives and video-based product presentations – usable internally and externally.
Optimises and secures hybrid agent development initiatives. Useable wherever there’s a broadband connection.
Reinforce learning with quizzes, instant access to supporting information, using subtitles and chapters.
Easily usable on any device, anywhere, anytime.
Useable by all types and sizes of organisations.
Track everything: Analyse the video statistics, viewer behaviors, and training ROI.
Listen, Understand and Act on what your customers are saying. Optimise processes, services, and solutions based on real customer inputs. More…
Protect your customers and your organisation with HD call recording, keyword indexing, timestamping, and encryption. Optimise agent coaching, training, and performance. More…
