Silver Lining Solutions - Skills Analysis

Skills Manager Solution

• Overview

• Key Benefits

• The Need For

Skills Management

How it Works

• Skills Assessment

• Skills Analysis

• Skills & Performance

Improvement

• Skills DNA Code

Systems Integration

• Overview

• Genesys CIM Platform

• Verint ULTRA

• Other Systems

Professional Services

• Training & Consultancy

Skills Analysis


	Online gap analysis shows the difference between agent self assessment & observational feedback from team leaders, customers etc


	Further in depth analysis indicates areas of strength & weakness within each of the key agent skills being assessed


	After analysis contact centres can pinpoint the exact training requirements for each individual agent, business unit, contact centre etc.


	Assessment results are compared against pre set targets, allowing contact centres to set minimum skill levels for each job role & measure skill level improvement

After assessment Skills Manager provides in-depth skills and training needs analysis, focusing on identifying each person's :

Knowledge levels
Skill levels
Behavioural attributes

Online tests and observational feedback are used to verify skills, knowledge and behaviours - giving instant feedback in the form of online reports. Further in-depth analysis indicates strengths and weaknesses across each of the key skills being assessed; comparing results against pre-set targets so the organisation can pinpoint each person's exact training requirements and skills gaps.

Skills Manager has a core database engine which is able to 'slice and dice' the skills data to provide numerous strategic reports - for example; identifying high knowledge staff, proving the ROI for different types of training, and highlighting skill gaps across different departments, locations, contact centres/branches etc. Assessment through online testing is supported by analysing results from 360 degree observational feedback from, for example, team leaders and managers.

Press Release

• Intelleca secures African

rights to Silver Lining

Brochures

• Skills Assessment

• Skills Manager

Demonstrations

• Skills Manager

Case Studies

• Finance

• Telecoms (O2)

• Telecoms (Orange)