E-Learning - Help with the Call Monitoring Orocess

Creating a catalog of material and performing evaluations to determine areas of concern are an excellent way to front-end a training department. The information gathered from the application is the exact information you should be targeting when implementing training and education programs.

A complete call mkonitoring solution should contain a Content Delivery & e-Learning module that allows you to automatically email audio, screens, data and evaluation outcome as soon as the evaluation is performed. Additionally, the email contains linked training materials defined specifically by management when building the evaluation program. Therefore agents are "Kept-In-The-Loop" of their progress and can automatically review the appropriate training materials related to their areas of concern.

The delivery of recorded material coupled with the targeted training materials is an excellent way to complete the loop to your Quality Monitoring Program.

Continue on to next section