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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 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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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

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 manage both classroom and on-line learning. They do not normally include content creation or management tools but may in some cases. Some LMSs may manage just classroom or just e-learning rather than both. Some LMSs may also include content authoring and managment and virtual classrooms. Learning content management systems (LCMS) emphasize the management of content for courses/training/learning. In most cases, they include content authoring tools. In some cases, they may also include some of the features of LMSs. Content authoring tools are often provided as part of an LCMS. They may also be stand-alone products. Virtual classrooms (web conferencing tools) normally are separate third party offerings but may be included as part of a suite of tools. Suites of tools include features of at least two or more of the above categories. While some companies offer just LMS or LCMS systems others offer suites of products, which provide all or most of the features of the other tools. Suites combine several capabilities of learning management--usually two or more of the following: learning management, classroom training management, e-learning management, custom content creation, learning content management, learning object repositories, or virtual classrooms.  

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Documents related to » agent training and turnover

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.

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Software as a Service for Customer Relationship Management and Sales


Major vendors are noting the growing demand for software as a service. However, smaller providers are forging new ground by offering services for inventory and collaborative planning.

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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.

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Help Is on the Line for Call Center Challenges


Call centers typically struggle with two major issues: ensuring high quality multi-channel communication and dealing with high employee turnover. Multi-channel communication is no longer optional for call centers, as customers are used to having many options for interacting, ranging from phone and text to e-mail and social media. However, maintaining the quality of interactions across channels

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Training for the Many… Learning for the One: How Successful Organizations Recognize the Difference and Use Technology to Deliver Both


Winston Churchill once said, “Personally, I’m always ready to learn, although I do not always like being taught.” Formal training and informal learning can be combined to create powerful education opportunities for groups and for individuals. Include personalization in the mix and you have a recipe for almost certain success. It sounds straightforward, but is the implementation of such programs as simple as it seems?

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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.

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E-learning Benefits and ROI Comparison of E-learning versus Traditional Training


You’re considering a move from traditional training to e-learning, but you’re not sure if the returns will be significant. In fact, employees are better able to retain and transfer what they’ve learned with Web-based training (WBT) and computer-based training (CBT). And typically, with these methods, the time a worker spends being trained is reduced by about 40 percent. Learn more about how e-learning can benefit you.

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TDWI


TDWI (The Data Warehousing Institute) provides education, training, certification, news, and research for executives and information technology (IT) professionals worldwide.

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IDC MarketScape: Worldwide IT Education and Training 2012 Vendor Analysis


This study assesses key technology vendors participating in the IT education market as a line of business (LOB) to support the sale of their technologies. Based on IDC's research, observations, and interviews with many of the key participants in the market, this document provides several dozen practices or approaches to successfully building, maintaining, and growing a training business. Know the key research findings.

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Making the Most of Workforce Optimization: An Agent Lifecycle Approach


Many customer contact organizations have implemented workforce organization (WFO) as an operational strategy to improve the performance of customer care professionals once they are on the contact center floor. A sound WFO practice starts well before then with the recruitment and hiring of agents who demonstrate the necessary skills and abilities to be successful. But the hiring process is often overlooked as a key step in implementing an effective WFO strategy. In this white paper you will learn how to optimize your hiring practices, including an in-depth look at the recruiting cycle, including sourcing, screening, assessing, and hiring, and the transitional phases, such as onboarding and offboarding, plus the benefits of adopting an  agent lifecycle view to WFO.

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