Global learning and performance improvement company Ulysses Learning this week released its enhanced CallMentor Learning and Performance Improvement System.
The system offers additional self-directed learning capabilities designed to enable organizations the ability to use fewer resources to train large number of agents effectively, even if those agents are dispersed locally, nationally or globally, according to Mark W. Brodsky, Ulysses Learning president and CEO.
"As call centers continue to migrate towards self-directed learning, an important consideration is that e-Learning needs to be highly interactive and provide sufficient opportunity for learning and practicing the targeted skills," said Brodsky. "At the same time, organizations are realizing more than ever that their customer service agents are an extension of their overall brand and at the front line of delivering the corporate brand promise.”
With the addition of this enhanced self-directed learning capability, Ulysses Learning has furthered its position as the leading provider of contact center training, offering the most robust simulation-based e-Learning program in the marketplace.
This capability was developed in response to a need in the marketplace for the ability to train a scattered workforce efficiently and effectively in the face of reduced training budgets, according to the company. Ulysses Learning's self-directed service, sales and coaching training solutions utilize their simulation-based e-Learning and blends it with other applicable learning methods that are designed to be self-directed – to achieve measurable improvement in agent performance. This flexible approach can be used for training a handful of agents locally or for training hundreds – or even thousands – of agents located anywhere around the globe.
"At Ulysses, we've developed a self-directed – and comprehensive –learning system that delivers a practical, cost-effective way for organizations to train a highly decentralized agent base, said Brodsky. “Our training methodology enables agents to extensively practice the targeted skills in a safe, simulated environment, rather than practicing on real customers. Most importantly, CallMentor ensures that agents apply their skills on the job and receive ongoing coaching and development, either in person and/or virtually as each individual situation allows. Ulysses' comprehensive, self-directed learning system provides the training and reinforcement that agents need to deliver improved service through a branded, differentiated process and call flow. More than merely providing 'tips and techniques' through quick training, agents will show measurable improved performance initially and over time using our learning system."
The latest release of the CallMentor System includes enhanced technology that provides clients the option of having the simulation-based e-learning stored locally on the agent's computer, accessible through the organization's LAN/WAN or through Ulysses' application service provider or any combination of the three. The enhanced technology has enabled Ulysses Learning's training solutions to be readily deployed from North America to India, Malaysia and other locations in between.
The company developed CallMentor Learning in 1998 and has received 10 consecutive 'Product of the Year Awards', among other industry distinctions and honors.
Tim Gray is a Web Editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To read more of Tim�s articles, please visit his columnist page.
Edited by Tim Gray