Contact center recording and VoIP call recording solutions provider Teleformix (News - Alert) recently announced a new release of its ECHO™ digital recording solution, version 2.8. The update adds new features for automated call center training and agent interactivity.
ECHO’s call evaluation tools have been enhanced to simplify the contact center e-training process. Testing of agent skills, for example, can now be performed on a mandatory or optional basis and tests can be administered at the agent’s own desk. Further, virtually any media type can be uploaded for use during e-training sessions.
Upgrades also include more dynamic capabilities for focused searching and flexible creation of evaluations. Searching the archives is now a more streamlined process, thanks to integration with previously created queries. Plus, the on-demand agent recording function now has a visual layout for greater ease-of-use.
Now included with every install of ECHO, the My ECHO portal involves individual agents in the CRM/quality assurance process. The portal lets the manager assign call reviews and evaluations with attached commentary to specific agents to further their training. Agents can also assign calls to other agents for peer review, and perform self-evaluations to check their grasp of customer service concepts and skills.
Since managers may not want every agent to have access to all evaluation material, the My ECHO portal makes it easy to assign precise permissions to each agent.
Also available is the ECHO Training portal, an optional upgrade for any new or existing ECHO installation. This portal lets call center managers administer e-training examinations based on included instructional content.
The two portals mentioned here can be customized for any segment of the ECHO user base, and be assigned according to user type or individually. This facilitates very focused coaching and other, ongoing learning opportunities.
ECHO 2.8 is available now in general release, and as an upgrade for clients already using previous versions of the product.
To learn more about ECHO in particular and Teleformix’s digital call recording solutions generally, please visit the company’s TMCnet.com channels, Contact Center Recording and VoIP Call Recording.
Mae Kowalke previously wrote for Cleveland Magazine in Ohio and The Burlington Free Press in Vermont. To see more of her articles, please visit Mae Kowalke’s columnist page. Also check out her Wireless Mobility blog. Voice over IP (VoIP) | X | | A real-time communications system that converts voice into digital packets containing media and signaling data that travel over networks using Internet Protocol....more |
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