eLearning technologies are designed to fit the
unique call center environment and also address each agent’s
needs. eLearning tools also provide a solution for agents that cannot be away
from the phones, gives supervisors and call center managers a way to cut
through the deluge of information already bombarding agents, and get agents
critical updates that they’ll immediately see and understand.
Successful eLearning is achieved by focusing on two
main areas — content and delivery. Companies must have the option to create
eLearning content with easy-to-use tools, link to computer-based training
and/or utilize existing content in order to maximize dollars. The second area
of focus to achieve success is delivery.
eLearning must be delivered directly to agents at their desks at the right
time. This ensures agents receive education when it does not adversely affect
VereQuest helps call centers deliver excellent customer service and build customer loyalty through call center training, call center quality monitoring services/tools, and call center consulting support.
VereQuest's goal is to help organizations keep the promises they make to customers and employees alike. Our third-party, quality monitoring service pairs VereQuest’s highly-skilled Customer Insight Specialists with our proprietary quality monitoring technology VQ Online™ to capture the level of detail you need to understand the experiences customers have when interacting with your call center agents — across all of your channels (calls, email, chat, video, etc.). The result is specific, actionable coaching insight that lifts and sustains performance. This same technology is available in a hosted, SaaS model for internal quality monitoring teams.
The VereQuest Check-Up™ e-learning program is customizable e-learning for service, sales, and chat/email agents [...]
Call Criteria is a Comprehensive HUMAN Quality Assurance Company that provides agent performance analysis as well as compliance solutions to industries like education, insurance, healthcare and financial services.
Working with real HUMAN analysts, we have analyzed over 30 million minutes of customer engagements to provide accurate insights.
Typical results experienced by Call Criteria clients include month over month reductions in compliance violations at a rate of 7% while improving lead conversion and customer retention at a rate of 12% and 9% respectively.
Cloudlinx is a national practice leader in migrating legacy contact center technology to a cloud-based environment. Whether it means mitigating the challenges of moving to a virtualized call center or ensuring the benefits from doing so, Cloudlinx delivers guidance and executive level sponsorship to contact centers from the start of RFP to completion of the cutover.
With a twenty year history in managing complex telecommunication network design for call centers, the team at Cloudlinx has the experience and industry insight to help contact centers both large and small avoid the unforeseen mistakes in committing to a cloud based provider, before they make them.
Cloudlinx has the expertise to help any organization select the right carrier, protect from overspending, negotiate with industry leverage, manage the operational cut-overs and then support you on an ongoing basis, all at no cost to the client.
Through our strategic partnerships with the [...]
Genesys powers more than 25 billion of the world’s best customer experiences every year. And top-industry analysts agree: Genesys is the only leader in both cloud and on-premises customer experience solutions.
Great customer experience drives great business outcomes. More than 11,000 companies in over 100 countries trust Genesys. That’s how we became the industry’s #1 customer experience platform. Helping companies deliver seamless omnichannel customer journeys and build lasting relationships is what we do. From marketing, to sales, to service—make every moment count.