Impact 360 eLearning Lesson Management
An intuitive browser-based interface for managing contact center training from the desktop
| At A Glance |
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Manage Learning from the Desktop
Impact 360® eLearning includes Lesson Management, which enables your staff to access training assignments without ever leaving their desks. With Lesson Management, staff can assign, deliver, and track training, and students can access training and review their learning history.
Lessons can be assigned to personnel at all levels of an organization. Integrations between Lesson Management and Impact 360 Quality Monitoring allow managers to assign courses to students based on skill gaps noted during quality evaluations. Integrations with Impact 360 Scorecards allow insights to be gained and lessons to be assigned when scorecard KPIs fall below expectations. Lessons also can be assigned on an ad-hoc basis.
With the click of a mouse, employees can initiate a learning session. Sessions can include materials created in-house, as well as AICC-compliant courseware purchased off the shelf. The system shows a history of courses that have been completed and the scores associated with each. Supervisors can view student transcripts and run reports, so that they can assess individual employees’ progress and the status of their training.
Intuitive, Browser-Based Interface
An intuitive, browser-based interface shows the specific coursework that has been assigned, the duration and priority of each lesson, and the deadline for completion.
- A My Learning home page serves as the starting point for the learning experience.
- A Current Assignments page provides a personalized learning curriculum – a training plan tailored specifically for each student. Lessons are flagged to help students prioritize their learning sessions.
- A Learning History page displays a complete list of all lessons a student has completed, along with information about the type of course, date completed, score, and other information.
- A Self Assignments page lets students assign pre-approved lessons to themselves, providing students with a level of control over their learning experience and promoting ownership of their personal development.
- A Competencies View allows students to review their competency ranking based on skills deemed important to an organizations success.
Minimize Impact on Service Levels
Lesson Management is fully integrated with Impact 360 Forecasting and Scheduling. Any learning assigned to an agent or group is automatically worked into the workflow schedule to minimize impact on service levels.
Contact us to see what Impact 360 Lesson Management can do for your organization.
