E-Learning

Automate the improvement of your call center agents

Our Content Delivery and E-Learning module works within Virtual Observer (VO) Professional, a simple, effective and affordable quality assurance solution for call centers. VO is fully customizable and designed to continuously improve the performance of your call center agents. VO is available in a wide array of configurations designed to work with call centers of all sizes. VO's Content Delivery and E-Learning module can be the difference maker in achieving your call center's agent improvement goals.

Highlights:

• Automatic delivery of relevant content sent to agents based on evaluation outcome
• Delivery can occur immediately after evaluation is run
• Set scoring levels to trigger appropriate action
• Maintain historical scoring and content deliveries for each agent
• Content deliverables can include the recorded call, related screen activity, a copy of the evaluation, and any required learning materials

Big Time ROI...VO's E-Learning enables you to:

• Use the Content Delivery and E-Learning module as the foundation for your training programs
• Agents receive specific training information they can use to improve personal performance
• Content Delivery history allows you to notice improvement trends
• Feedback from your scoring sessions can be shared with management, executives and supervisors
• Evaluation Scoring Sessions allow you to test, train and retest your agents and employees for performance and efficiency gains
• Identify and improve upon inefficiencies in performance and costs

How It Works For You

1. Add training content for distribution
2. Set up your scoring rules
3. Automatically send relevant training content to employees
4. Receive notification when content has been used