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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. Read More
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...
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Documents related to » agent training and turnover


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

agent training and turnover  features that should improve agent efficiency, ease of use, and functional completeness. Some of these new features include the following. Agent Console , which provides a consolidated interface developed with AJAX for a faster and easier agent experience. For improving agent productivity and reducing calls, Suggested Solutions automatically finds and presents the best solution to cases. It includes self-learning technology to improve accuracy with use over time. Open Computer Telephony Integration (CTI) Read More
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

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 custom 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

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 tradit 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

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 sy Read More
Dispelling the Myths of End-user Training
User training is a key aspect of the software implementation process. But it’s also the most overlooked, as companies often think more about software

agent training and turnover  the Myths of End-user Training User training is a key aspect of the software implementation process. But it’s also the most overlooked, as companies often think more about software functionality than about how well their employees are adapting to using it. Don’t assume that your employees are too busy, or that software training costs too much. Find out how user software training can save you money and increase your return on investment (ROI). Read More
A Quality and Compliance Training Road Map for Emerging FDA-regulated Companies
A Quality and Compliance Training Road Map for Emerging FDA-Regulated CompaniesEmerging life science companies face the same compliance and regulatory

agent training and turnover  Quality and Compliance Training Road Map for Emerging FDA-regulated Companies A Quality and Compliance Training Road Map for Emerging FDA-Regulated Companies Emerging life science companies face the same compliance and regulatory pressures as larger ones. Companies that outsource sales and operational functions need to disseminate training on key policies, procedures, and regulations to a wide audience—without the benefit of a dedicated training team. These companies demand solutions that automate the Read More
The Ken Blanchard Companies
Founded in 1979, the Ken Blanchard Companies developed leadership training system Situation Leadership II. Other focuses include organizational leadership

agent training and turnover  Ken Blanchard Companies Founded in 1979, the Ken Blanchard Companies developed leadership training system Situation Leadership II. Other focuses include organizational leadership consulting, leadership skill training, coaching, and executive development. Read More
Implementing Plex Online: Pilot Part Methodology and Just-in-Time Training
Are you looking to implement an enterprise resource planning (ERP) system, but are afraid of time and IT resources needed—not mention the loss of employees

agent training and turnover  Plex Online: Pilot Part Methodology and Just-in-Time Training Are you looking to implement an enterprise resource planning (ERP) system, but are afraid of time and IT resources needed—not mention the loss of employees during the training and implementation? Plex Online can help. Discover how Plex Online’s four-phase training process—piloting, testing, systems enhancements, and go-live—drives 98% customer satisfaction in Plex Online implementations—32% higher than the industry 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

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
Intentia Floats Vaporware Agent to Replace Business Planning
Intentia announces an intelligent negotiating agent for its enterprise resource planning software.

agent training and turnover  Floats Vaporware Agent to Replace Business Planning Event Summary Intentia International AB is a provider of enterprise resource planning software called Movex for mid-sized companies (See TEC Technology Research Note: Intentia: Java Evolution From AS/400 October 1st, 1999). Intentia recently announced Movex Intelligent Agent for the fourth quarter of 2000. Movex Intelligent Agent will, according to the company, find and negotiate deals instead of having personnel do it. The product will be Read More
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

agent training and turnover  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. Read More
The 10 Key Steps in Developing an Enteprise-wide Compliance Training Strategy
Companies spend millions each year conducting mandatory training for audits, the risk of noncompliance, internal training requirements, and a plethora of other

agent training and turnover  10 Key Steps in Developing an Enteprise-wide Compliance Training Strategy Companies spend millions each year conducting mandatory training for audits, the risk of noncompliance, internal training requirements, and a plethora of other reasons. Manual training processes increase a company’s risk of noncompliance—and can be redundant. Read the 10 steps that can help you develop an enterprise-wide compliance training strategy, to reduce the costs and the compliance risks of mandatory training. Read More

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