TRAC delivers an at-a-glance view of how agents/teams are doing relative to the key metrics that are important to our success. By providing timely information, TRAC helps us determine the best course of action for agents/teams in order to provide better support. TRAC, for example, gives a high-level view of where an agent is at with their coaching, provides reports, and then tracks agent performance post-coaching. The timely information that TRAC provides further supports our ability to deliver contact center life cycle management.
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Figure: TRAC - Module |
In addition to classroom training we are also using self-paced, desktop driven learning for agents that require refresher training on minor issues or new policies and troubleshooting techniques. Our elearning modules serve as a repository for training courses that are delivered as a recorded multi-media clip. Courses cover a topic of relevance and then combined with a quiz at the end of the session to make sure that the agent has effectively learned the material. These eLearning modules are delivered to specific agents through their individual dashboards in KnoahsARK. This eLearning approach allows us to keep our agents up to speed without losing their productivity on the floor in a formal training class.
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Figure: eLearning Module |
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