Skills Manager combines assessment scores, 360 degree feedback and performance data from quality monitoring, CRM or other legacy
systems to build a detailed picture of skills and knowledge levels across the organisation.
Skills, knowledge and behaviours (a person's ability to apply their skills and knowledge) are individually mapped -
revealing each person's skills DNA code. Just like real DNA, a person's skills DNA code is unique to them and dictates;
- How quickly a person learns and develops.
- How well a person performs.
- What job role a person may be best suited for.
Once Skills Manager codes and maps skills DNA across the organisation it uses complex statistical mathematics to reveal the
individual skills, knowledge and behaviours making the biggest impact on performance - creating a skills DNA profile.
These DNA profiles are used to;
- Identify the skill types and minimum skill levels needed to optimise staff performance.
- Build customised training plans in Workforce Management systems.
- Optimise Skills Base Routing across the contact centre.
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