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Learning Management Suite (LMS)
Learning Management Suite (LMS)
These are tools for managing, creating, scheduling training or learning in your organization. The terminology varies from vendor to vendor. Learning management systems (LMS) typically help to ma...
 

 agent training and turnover


The Truth about Agent Training and Turnover in the Contact Center
Assumption: Call center turnover will always be higher than you want, no matter what you do. If this is true (and a mounting body of research suggests it is

agent training and turnover  Truth about Agent Training and Turnover in the Contact Center Assumption: Call center turnover will always be higher than you want, no matter what you do. If this is true (and a mounting body of research suggests it is), you’ll need to complement rewards such as bonus pay, flex time, and public recognition with other means of getting the most productivity from your agents before they head for greener pastures.

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Linux and Open Source IT Services (Excel Format) RFI/RFP Template

OS and Application Services, Support Services, Consulting, Implementatation, and Reselling, Migration and Version Maintenance Services, Customization Services, Development Services, Security Servic... Get this template

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Start evaluating software now

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Learning Management Suite (LMS)
Learning Management Suite (LMS)
These are tools for managing, creating, scheduling training or learning in your organization. The terminology varies from vendor to vendor. Learning management systems (LMS) typically help to ma...

Documents related to » agent training and turnover

6 Key Elements-A Guide to Delivering a Consistent Outstanding Customer Experience in the Contact Centre and Beyond


Customers are the lifeblood of any business, and receiving quality customer service is a major factor in their purchasing decisions. There are six key elements that can help distinguish your organization’s product or service from your competitors. By applying these key elements, you can unlock the lifetime value of your customers and build an outstanding referral platform for future growth.

agent training and turnover  thousands of dollars per agent in training each year, any solution that can streamline how agents work and the amount of training required, will immediately impact profitability. While an integrated contact centre solution addresses the cost of training by simplifying and automating transactions, it can also play a vital role in improving agent satisfaction. Better management of information means we know what's happening with our customers in the Call Centre and we know the state of sales with the Read More

Who Alleges The PRM Market Consolidation?


Many surveys have purported that there are twice as many manufacturers that cannot integrate their ordering systems with those of their partners and distribution channels than those that can, leaving them vulnerable in terms of brand management due to poor visibility.

agent training and turnover  it a reseller, broker, agent, dealer, or a distributor if you will. Indeed, because sometimes many partners with different idiosyncrasies can be involved, the indirect channel is by far a more complicated part of the value chain than the direct sales force. Nonetheless, PRM is still usually associated with CRM and expected by some to be eventually subsumed by CRM, since the two software sets share a number of similar functional areas, such as after-sale services and support, helpdesk functions, and both Read More

Integrating Customer Relationship Management and Service Resolution Management


The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing efforts.

agent training and turnover  then indeed slim. Traditionally, agent turnover rates at call centers are fairly high, due in part to having to listen to customers' (justifiable or not) rants, complaints, and displeasure. As a result, call centers are constantly bringing new agents on board who need training before they are able to serve clients satisfactorily, creating a vicious circle of frustrated customers and frustrated agents. The pressures of dealing with furious customers, the need to do more with less, and dealing with rigid Read More

Enhancing Interaction Center ROI in Turbulent Economic Times: Beyond Traditional Data Sources for Workforce Automation


Interaction center managers must deliver greater value on smaller budgets. But you can’t simply cut costs and services, or your customers won’t remain satisfied. To better weather the economic storm, release the untapped potential of your interaction center with software that maximizes your workforce management capabilities. Learn how to go beyond traditional channel data for bigger contact center return on investment.

agent training and turnover  mix of communication channels, agent skills, and complex global processes. Workforce optimization solutions do not stand alone; they depend on data sourced from different areas. These sources typically comprise automatic call distribution and computer-telephone integration systems to provide per-channel data about call lengths and wait times. Sources also include HR systems to supply employee information. Figure: Continuous Improvement in Customer Service with an Integrated Solution By going beyond Read More

Reducing Your New Hire Turnover


Many high-performing organizations have established key objectives for their frontline employee hiring processes. With the growth of “big data,” the tools are now in place to consistently achieve this. Get two examples illustrating the link between poor employee performance and high attrition, as well as some strategies to improve your ability to select candidates that will be high-performing employees with longer retention.

agent training and turnover  hiring,turnover,call center,recruiting,attrition,employee performance,performance review,employee performance review,employee performance reviews,performance reviews,employee performance review template,employee performance review comments,employee comments on performance review,performance review tips,employee performance review phrases Read More

7 Key Learning Indicators Your CEO Really Needs to Know


In the past, training was seen as a preventive action or default activity. Then learning came into the forefront as a proactive initiative that was more strongly linked to enhancing performance. This radical change from training to learning has created a new awareness of measurement that chief executive officers (CEO) need to take note of. Discover the 7 key learning indicators that can get you started on the right path.

agent training and turnover  Key Learning Indicators Your CEO Really Needs to Know In the past, training was seen as a preventive action or default activity. Then learning came into the forefront as a proactive initiative that was more strongly linked to enhancing performance. This radical change from training to learning has created a new awareness of measurement that chief executive officers (CEO) need to take note of. Discover the 7 key learning indicators that can get you started on the right path. Read More

Epiphany


Epiphany is a NetSuite Solution Provider and SuiteCloud Developer. We focus exclusively on NetSuite — Sales, Implementation, Support, Training and Product Development. 

agent training and turnover  Epiphany is a NetSuite Solution Provider and SuiteCloud Developer. We focus exclusively on NetSuite — Sales, Implementation, Support, Training and Product Development. Read More

Case Study: Lockheed Martin


When Lockheed Martin sells technology such as aircraft to its customers, it also provides training systems for both pilots and maintenance personnel. The training system must handle student and instructor registration, and training records and certifications—with scheduling for students and resources. Find out about the learning management system with simulator training functionality that the company chose.

agent training and turnover  Study: Lockheed Martin When Lockheed Martin sells technology such as aircraft to its customers, it also provides training systems for both pilots and maintenance personnel. The training system must handle student and instructor registration, and training records and certifications—with scheduling for students and resources. Find out about the learning management system with simulator training functionality that the company chose. Read More

Getting Past Third Base with Your Consultant


You have a consultant booked. The booking is for the installation of and training on a new system, or perhaps an upgrade or augmentation of an existing system. There are several techniques that will enable you to reap maximum return on this investment, and they start long before you first clap eyes on your consultant. Here’s a scenario: you’re reasonably happy with the out-of-the-box

agent training and turnover  Past Third Base with Your Consultant You have a consultant booked. The booking is for the installation of and training on a new system, or perhaps an upgrade or augmentation of an existing system. There are several techniques that will enable you to reap maximum return on this investment, and they start long before you first clap eyes on your consultant. Here’s a scenario: you’re reasonably happy with the out-of-the-box reports your system spits out, but you want more from them. You could pay Read More

Sales Force Automation, Customer Relationship Management, and Sales Training: A Fusion of Methodology and Technology


Many organizations find it challenging to adopt sales force automation and customer relationship management solutions. Formal sales training and the related reinforcement tools can make the difference. We examine the key challenges and propose some solutions.

agent training and turnover  Force Automation, Customer Relationship Management, and Sales Training: A Fusion of Methodology and Technology Commentary Key sales training vendors are increasingly integrating sales methodology, sales force automation (SFA) technology, and customer relationship management (CRM) systems. These vendors range from The Complex Sale , with its GPS software suite, to OnTarget and Wilson Learning with their relationship with Oracle / Siebel 's CRM suite, to Knowledge Advantage and their sales automation Read More

Case Study: CourseUp!


CourseUp!—a developer of computer-based training solutions for franchises—chose SumTotal to provide technology for delivering instruction on how to best launch and run a franchise. CourseUp! needs a platform that manages the transfer of information from corporations to their franchises, and software for developing online assessments and scenario-based training. Find out how SumTotal helps deliver cost-effective solutions.

agent training and turnover  Study: CourseUp! CourseUp!—a developer of computer-based training solutions for franchises—chose SumTotal to provide technology for delivering instruction on how to best launch and run a franchise. CourseUp! needs a platform that manages the transfer of information from corporations to their franchises, and software for developing online assessments and scenario-based training. Find out how SumTotal helps deliver cost-effective solutions. Read More

Enhanced Courseware for Compliance and Risk Mitigation Training from Skillsoft


Skillsoft announced that it has added new content courses to its compliance and risk mitigation courseware collection. Skillsoft's compliance courses—available on demand—are aimed at preparing individuals for exams and meeting regulatory requirements. The courses have been compiled in collaboration with subject matter experts and cover organization-specific legal requirements as well

agent training and turnover  Courseware for Compliance and Risk Mitigation Training from Skillsoft Skillsoft announced that it  has added new content courses  to its compliance and risk mitigation courseware collection. Skillsoft's compliance courses—available on demand—are aimed at preparing individuals for exams and meeting regulatory requirements. The courses have been compiled in collaboration with subject matter experts and cover organization-specific legal requirements as well as ethics, bribery, harassment, Read More

Trends in Training Your Extended Enterprise: Partners and Customers


SumTotal Systems recently surveyed 10,000 directors of training from primarily US-based companies to learn how they’re pushing outside their corporate walls to their partners and customers. Over 35 percent are currently training customers and partners with learning management systems (LMSs). Find out why they’re using LMS functionality to help drive their business globally while maintaining performance standards.

agent training and turnover  in Training Your Extended Enterprise: Partners and Customers SumTotal Systems recently surveyed 10,000 directors of training from primarily US-based companies to learn how they’re pushing outside their corporate walls to their partners and customers. Over 35 percent are currently training customers and partners with learning management systems (LMSs). Find out why they’re using LMS functionality to help drive their business globally while maintaining performance standards. Read More