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VPI COACHING™ puts knowledge in the hands of those who need it, precisely when they need it the most. This highly integrated call center coaching e-learning system delivers training content and messages to agents just in time to improve their efficiency and enhance productivity. Contact centers that use VPI COACHING™have better trained, motivated, and empowered agents, which invariably results in improved customer satisfaction, retention, advocacy, and profitability.
 
Benefits of VPI eCoaching Call Center Coaching e-Learning Software
Deliver relevant, custom content to agents just in time for new campaigns, such as training flashes, quizzes, eLearning courses, educational tips, example best practices calls, compliance bulletins, and pre-shift announcements
Skills-based agent training ensures progressive agent development, from basic to advanced skills
Rules-based, thin-client distribution system manages the delivery of training content to agents, groups of agents, and managers across multiple sites, and accessible via customized Web pages or desktop dashboards
Ability to leverage VPI's powerful WFM dataconnector integrationwith several best-of-breed WFM systems to automate the delivery of training based on work and shift schedules to maximize productive agent uptime
Business rules may be defined to trigger the delivery of training materials based on performance metrics thresholds
Classroom training option gives the learning administrator full control of course assignments
Effective alternative to traditional learning , electronic coaching can also be implemented to complement your current training programs
 
Coaching and eLearning Resources
VPI COACHING™ Brochure
Agent Coaching and Training ROI Guide
(Authored by analyst Dick Bucci from The PELORUS Group)
 
 
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We wanted to make an investment in some e-learning transfer knowledge tools that would enable us to quickly test the agents on their ability to understand certain things and to give general refresher courses to ensure that they were following the standards that we set out. We also wanted to set up an automated, rules based e-learning tool that would simplify our training and allow us to quiz our agents on a quick, easy, and timely basis.

 

- Lou Orsi, Vice President
1-800-Flowers.com