Improve customer satisfaction with
Key benefits & features of cc: Agent:
- Quickly develop and retain highly skilled and motivated agents.
- Easily assess agent skill sets and identify opportunities for training.
- Promote self-improvement by providing agents with access to information from recordings and QM evaluations.
- Assign customized curricula and training materials to agents or groups based on performance or role.
- Supports a variety of training material formats (videos, recordings, documents, slide shows, etc.).
- Track completed assignments or evaluation reviews.
- Included with all installations – no additional licensing is required.
- Completed QM evaluations can be emailed directly to agents.
- QM dispute feature allows agents to challenge their evaluations.
Real-Time Feedback, Real-Time Agent Development
Our agent coaching and training solution delivers evaluation forms to your agents as you complete them, providing your staff with instant feedback on their performance. You can also allow your agents to access their own recordings and conduct self-evaluations, giving them a better understanding of quality and strengthening your coaching efforts by including them in the process.
Augment Your Agent Coaching and Training Curriculum
Our solution allows you to create a more consistent agent coaching and training program without investing in a complete online university. Replace on-the-job training and live monitoring sessions with recorded calls, pre-screened for content and quality to ensure trainees all learn the same thing, the same way. Your net result is higher levels of quality delivered on a more consistent basis.