eLearning and Coaching
eLearning incorporates the creation and delivery of electronic training content to agent desktops. eLearning is naturally suited to the contact centre as it can be used to reinforce knowledge and deliver new training in small bite-sized chunks that are easy to retain and scheduled to fit around workload peaks and troughs. eLearning is one essential part of a complete learning strategy which may also include classroom training and face-to-face coaching. Through eLearning, training can be tailored to meet the needs of an individual agent, ensuring that they receive appropriate training to support their development.
Sabio Workforce Optimisation includes technologies that will enable rapid content creation and also manage the delivery of training courses reducing any dependence on external providers of generic/expensive content. A significant benefit of a solution from Sabio when used in conjunction with other Workforce Optimisation technologies is its ability to create content based on actual business screen/voice data captured by the Quality Management application, making the training content as relevant as possible.
Key benefits
- Rapidly produce bespoke training content
- Develop agents in line with business needs
- Reduce agent attrition
- Increase cost efficiency of training process
- Complete training without impacting customer service levels.
- Improve agent performance
- Evaluate training programmes to ensure they deliver ROI
How can Sabio help you?
Sabio has the skills and experience to design, integrate and support an eLearning solution that will meet your organisation’s training requirements. Sabio will help you to define and implement eLearning and coaching strategies using best of breed contact centre technology.
