eLearning

The Impact 360 Workforce Optimization, Workforce Management, and Quality Monitoring solution packages come with built-in, Web-based eLearning functionality that can help your organization take charge of training — and then excel at it. For small to mid-sized contact centers, Impact 360 Express Workforce Optimization and Impact 360 Express Quality Monitoring provide automated training assignment functionality.

Impact 360 eLearning
Impact 360 eLearning makes training available directly on the agent desktop. Call center and multimedia contact center eLearning can be assigned in a number of ways:

• Automatically — Impact 360 automatically triggers training assignments based on scorecard results and/or quality monitoring performance evaluations.
• By supervisors — Based on their own observations about employee strengths and weaknesses, supervisors can manually assign training to individuals or groups.
• By employees — Employees can manually assign lessons to themselves to proactively improve their skills.

Impact 360 eLearning delivers this content directly to the employee desktop, so your staff can access their training assignments without ever leaving their desks. Pop-up alerts and email notifications inform users about scheduled learning events, such as lesson assignments, lesson times, or lessons approaching a due date.

Impact 360 eLearning can deliver assignments at the most opportune time to minimize impact on service levels. Contact center eLearning content can include:

• Content created in house
• AICC-compliant courseware purchased off the shelf
• Learning “clips” from your organization’s recorded interactions. You can define business rules, capture interactions, and then edit them into “learning clips” that highlight best practices, such as examples of successful up-selling.

For even greater value, Impact 360 eLearning includes a variety of training content designed for contact centers, including:

Desktop Learning Libraries — Makes a Web-based library of Impact 360 training materials available on the desktop, helping your agents, supervisors, and administrators refresh their skills while providing a convenient way for new hires to learn to use Impact 360. Lessons are short, interactive, and organized into learning tracks, helping students learn at their own pace.

Interaction Skills Courseware — Focuses on key skills for contact center agents, such as communication, sales, service, phone, and e-media techniques. Lessons are organized into tracks and are approximately 15 minutes in length.

Receive Extended Value from Your Impact 360 eLearning Solution
To receive extended eLearning benefits, you can enhance your Impact 360 solution with Competency-based Learning—optional, add-on functionality that provides individualized training automatically, based on competency gaps identified in scorecards or quality monitoring evaluations. Training is scheduled via Impact 360 Workforce Management to minimize impact on service levels and can be delivered right to the desktop.

Additionally, you can add Impact 360 Coaching to complement your Impact 360 eLearning solution. Impact 360 Coaching provides out-of-the-box workflow for scheduling, delivering, and tracking coaching sessions that’s integrated with individual quality monitoring evaluation scores and key performance indicators (KPIs).

Impact 360 Express -- Automated Training Assignment for Smaller Centers
Impact 360 Express incorporates automated training functionality that can help smaller contact centers improve agent performance. Using Impact 360 Content Producer, you can edit captured interactions into “learning clips” that highlight best practices or areas for improvement. Supervisors can use Impact 360 Course Assigner to send these clips — and other eLearning materials — directly to the agent desktop.