Call Center Coaching e-Learning and Agent Training with VPI - Activ! Coaching Solutions

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Call Center Coaching e-Learning

Call Center Coaching e-Learning Solutions and Resources.

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Call Center Coaching e-Learning Solutions and Resources.

VPI Coaching - Call Center Coaching e-Learning

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.

Proven 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 eCoaching Brochure
	Agent Coaching and Training ROI Guide (Authored by analyst Dick Bucci from The PELORUS Group)

Detailed training status report card.

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Workforce optimization is the process of implementing software and practices designed to improve employee performance and operational efficiency. A software-based workforce optimization suite will include solutions for interaction recording, quality monitoring and evaluation, and analytics-driven reporting and coaching. An advanced workforce optimization software suite will also offer solutions for analytics-driven call audio and screen recording and analytics-driven quality monitoring and evaluation. Analysts and industry experts have concluded that in order to reduce informational silos and provide customers with accurate information and improve customer experience, contact and communication centers must implement workforce optimization solutions that enable them to link themselves more tightly with the rest of the enterprise. Workforce optimization technologies are also recognized as essential for ensuring compliance, managing risk, and improving overall operational efficiency and effectiveness. The latest, most advanced workforce optimization suites offer modular, ready-to-use software solutions that integrate seamlessly into virtually any environment � single or multiple sites with VoIP, traditional TDM or hybrid communications - enabling growth and change without the need for costly professional services fees and forklift upgrades.

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