Impact 360 eLearning for Contact Centers
Targeted training using AICC-compliant courseware, our courseware library, or content you develop in house
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Training Challenges for Contact Centers
Contact centers face significant training challenges, whether on-boarding new staff or keeping existing staff up to date:
- The rapid rate of change in everything from products and processes to the competitive landscape
- The high cost of classroom training, from courseware development to facilities and instructors
- The difficulty of maintaining service levels while providing staff with adequate time to learn
- The need to provide courseware targeted to each organization’s environment and goals
- The obstacles to measuring training effectiveness
Impact 360 eLearning is designed to help contact centers address these challenges.
Available with Impact 360 Workforce Optimization, Workforce Management, and Quality Monitoring packages, Verint Impact 360 eLearning can provide your staff with timely, relevant training without the high cost and inconvenience of classroom sessions. Read more about the value your organization can realize with Impact 360 eLearning.
Needs-Based eLearning
With Impact 360 eLearning, you can deliver timely, individualized training directly to agent desktops and assign training at the most opportune times, keeping your service levels intact.
Impact 360 Lesson Management provides an intuitive, browser-based interface that enables your staff to schedule, access, and track training assignments without ever leaving their desks. Supervisors can assign training based on their observations of employee strengths and areas for development. Employees can assign lessons to themselves, which gives them with a level of control over their learning experience and promotes ownership of their personal development. Or training can be assigned automatically based on specific agent skill gaps, through integration with the full Impact 360 suite.
Impact 360 Competency-Based Learning automatically assigns training based on Impact 360 Performance Management scorecard results or Quality Monitoring performance evaluations. Training is scheduled via Impact 360 Workforce Management to minimize impact on service levels. And Impact 360 eLearning delivers training directly to employee desktops, with pop-up alerts and email notifications about scheduled learning events, such as lesson assignments, lesson times, or lessons approaching a due date.
Impact 360 eLearning helps you fine tune staff skills without disrupting customer service.
Training Targeted to Your Operations and Objectives
With Impact 360 eLearning, you can provide training materials that address general skills, optimal use of your Impact 360 solutions, and your organization’s specific environment and objectives. Courseware can include:
- Off-the-shelf, AICC-compliant courseware
- Content that you create in house, including best practice learning clips built from your interaction recordings (Read how Impact 360 Content Producer lets you create training materials from your recordings, presentations, documents, graphics, and a host of other media.)
- Verint’s Desktop Learning Library, Web-based Impact 360 training materials for contact center agents, administrators, and supervisors
- Verint’s Interaction Skills Courseware, a set of 15-minute learning modules on key skills for contact center agents
Impact 360 eLearning helps you align staff performance with your organization’s most important goals.
Impact 360 Express eLearning for Smaller Contact Centers
Impact 360 Express™ provides training functionality that can help smaller contact centers improve agent performance. Using Impact 360 Content Producer, you can edit captured interactions into learning clips that highlight best practices or areas for improvement. Supervisors can use Impact 360 Course Assigner to send these clips — and other eLearning materials — directly to the agent desktop.
Read how Verint customers are using Impact 360 eLearning to improve contact center performance. Contact us to learn how Impact 360 eLearning can deliver significant value to your organization.
