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Timely, targeted agent training is more critical than ever in today’s contact centres. Agents’ jobs are becoming more complex as customers expect higher levels of service. But in the fast-paced contact centre environment, it is increasingly difficult to find time to take busy agents away from their stations for training.
NICE has partnered with Knowlagent, the leader in e-Training solutions, to create NICE Learning™ , a comprehensive solution for electronic learning and assessment. NICE Learning delivers multimedia e-Training directly to the agent’s desktop. Targeted training modules can be triggered based on Quality Monitoring scores to deliver the specific training agents need, when they need it.
Desktop delivery of concise, complete training modules enables your contact centre to make the most effective use of agents’ time by allowing them to train at their desk during low call volume periods or during scheduled breaks. Built-in assessments allow testing of agent understanding after the training session. This flexibility significantly reduces time spent in the classroom - and the demands on trainer resources.
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