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Improve agent performance
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Improve First Call Resolution - higher skilled agents handle more customer enquiries on first contact
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Reduce call backs and call transfers -higher skilled staff can be empowered to manage calls right through to resolution
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Solution can be extended outside the contact centre into offices, offshore suppliers, branches, remote workers etc. |
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Improve sales & service performance - higher skilled agents sell more & serve better! |
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Increase agent
skill levels
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Ensure each agent has the minimum level of skills & knowledge required before they start handling contacts
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Provide an objective method of proving each agent has the skills required to do their job in the contact centre
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Increase the diversity of skills across the contact centre
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Maximise the contact centre's investment in LMS & agent training content through integration with Skills Manager |
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Improve agent
training
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Pinpoint exact training needs & save training time, money & resources
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Prevent agent skills & knowledge evaporating after training
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Identify any problem training areas, by revealing trends in agent skills gaps - these can be traced back to training delivery to measure its effectiveness |
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Ensure team leaders are accurately assessing agents by highlighting specific training needs |
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Maximise investment in legacy systems
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Overcome the key issues affecting Skills Based Routing; lack of accurate agent skills information & maintaining up-to-date agent skills information used in ACD routing
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Significantly reduce the cost, time & resources required to manually update agent skills information in ACD routing & Workforce Management systems
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Extract maximum benefit & ROI from ACD routing, performance management & Workforce Management systems |
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