Silver Lining Solutions - Skills & Performance Improvement

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 & Performance Improvement

Using Training Planner

Using Performance Accelerator


	Using agent training needs analysis results Skills Manager automatically builds a customised development plan for each agent


	Individual agent development plans are combined to form an overall training plan for the whole contact centre


	Agents are grouped together in groups of similar ability for classroom training & assigned self learning or one-to-one coaching courses


	Integration between Skills Manager & Workforce Management allows training plans to be automatically generated in WFM


	The contact centre selects the performance target to improve (agent sales conversion, handling time, number of call transfers, First Call Resolution etc.)


	Integration with ACD reporting engine & legacy CRM system allows Performance Accelerator to identify what skill types & levels will improve the performance target


	Performance Accelerator builds a training plan to increase the skills it has identified will improve the performance target for selected agents

The Training Needs Analysis identified during assessment and analysis allows Skills Manager to generate personal development plans for each member of staff. These are used by training teams to deliver highly effective, focused training plans.

Skills Manager integration can allow staff to instantly and seamlessly link from their personal development plan in Skills Manager to external LMS content or knowledge base information linked to their specific skills gaps. Additional integration enables Skills Manager to;

Automatically create organisational wide training plans in Workforce Management systems based on Training Needs Analysis results.
Identify the skills, knowledge and behaviours affecting sales, service or other performance - then use this information to administer training plans across the organisation to improve the skills identified.

Press Release

• Intelleca secures African

rights to Silver Lining

Brochures

• Skills Assessment

• Skills Manager

Demonstrations

• Skills Manager

Case Studies

• Finance

• Telecoms (O2)

• Telecoms (Orange)