Trainings

Eleveo enables enhanced agent training. The following section describes how the trainings are used to quickly improve knowledge transfers across contact centers.

Training involves either tutoring new hires who have little or no knowledge of the subject, or coaching agents with low evaluation scores. Either way, good trainers know that trainees must be tested to ensure that they understand everything.

Good training includes:

• Training instructions

• A reference interaction that the trainee can listen to

• A training questionnaire to help the trainer see how well the trainee has digested all the information

Training is usually provided in the following cases:

• Taking new agents on board

• Training/coaching packs for supervisors

• Coaching agent performance.

Taking New Agents on Board

A contact center's largest expense is employee salaries. Hiring an agent involves significant training costs, and it may take months to see a return on investment. eLearning distributes content and tests new agents, enabling them to absorb and review key information as needed. This approach reduces training teams' workload by focusing on agents who need extra support or may not fit the company. New agents familiarize themselves with the application and self-study with minimal impact on calling time. Crucially, agents can revisit challenging areas to ensure they understand essential material.

Training and Coaching Packs for Supervisors

Supervisors are responsible for managing teams of agents and their overall performance. Supervisors vary widely in skill and experience. Targeted and quick coaching helps them support agents in their daily activities. Managers can also send coaching and eLearning content directly to their supervisory team with best practices for:

• Coaching

• Motivation

• Goal setting

• Performance management

• Disciplinary procedures

• New processes, programs, or product updates.

By fully informing supervisors and team leaders of best practices, companies can make sure that these practices are implemented and calibrated across all processes.

Coaching Agent Performance

Ensuring that all agents meet company KPIs is an extremely demanding task. When one agent improves it's likely another drops, and the effort to keep all agents on a path of continuous improvement is difficult at best. eLearning allows supervisors to provide training and coaching to all agents under their management directly from the application. This guarantees that every agent receives the same information, freeing supervisors to review and measure test results.

Reports Relevant to Training

The most relevant reports for eLearning are Review Volume report and League Table report.

This section presents the following topics: