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'Just In Time' Training Improves Call Center Agent Efficiency, Performance

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January 12, 2012

'Just In Time' Training Improves Call Center Agent Efficiency, Performance

By David Sims, TMCnet Contributing Editor


This reporter remembers when “just in time” was the hot, desirable practice for keeping on-hand inventories low. Turns out it’s good for call center training as well.


Harmony officials recently featured their Coach and Learn modules as ways businesses can “put knowledge in the hands of those who need it, when they need it the most.”

Sounds like something your business could do with? Read on.

These integrated contact center coaching and e-learning modules provide what KnoahSoft (News - Alert) officials characterize as “a collaborative feedback loop between the agent and the supervisor to delivery training content and messages to agents just in time to improve their efficiency and enhance productivity.”

This is in place of lengthy training sessions to cover the same material, when the agent would be away from the phone and unproductive. As KnoahSoft officials say, the idea is that with this sort of training, contact centers will have better trained, motivated, and empowered agents, an that gives your call center a much better shot at achieving improved customer satisfaction, retention, advocacy, and profitability.

TMC’s (News - Alert) Chris DiMarco noted in July that “Keeping an eye on your call center agents is paramount to the quality of customer service and a transparent reporting and scoring program will keep every party accountable. Knoahsoft’s Harmony suite provides you with all the tools needed to hold your agents to the highest standard of performance.”

The “Coach” module is designed to give supervisors an automated framework for building personalized agent training programs, using quality and performance data from Harmony and other call center applications.

Once it has them, then, this tool tracks specific agent performance issues across multiple KPIs, explains their underlying root causes, provides a performance improvement plan and addresses follow-up.

Some of the Harmony Coach feature highlights:

Automated framework for building personalized agent training programs using quality and performance data from the Harmony suite and other call center applications.

Agent level or group level coaching offered.

Supervisors can develop their own coaching plans for staff.

Alerts and reports ensure follow-up is done on time


David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Chris DiMarco







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