BRING THE CLASSROOM TO YOUR AGENTS DESK TOP WITH THE CXM COACHING MODULE.
AGENT PORTAL
Your agents no longer have to leave their desks and more importantly, you no longer have to reserve your conference room for training. The Agent Portal is a virtual classroom for your agents. From their desktop they can:
Review their recorded calls
Grade their own calls
Receive testing
View training videos
Read bulletins
View performance evaluation
DO THEY KNOW WHAT YOU THINK THEY KNOW?
Through the easy to use CXM Test Creator wizard you can create a number of different unique tests that will augment your training. These test can be assigned due dates and then pushed out to individual agents or entire groups of agents with one simple click. Supervisors can then view the results and run reports to see clearly what additional training may be required.
CXM COACHING MODULE INCLUDES:
Training Videos – Within the CXM agent Coaching module supervisors create training videos for their agents. The CXM training video creator allows the supervisor to record any PC activity along with sound. For example, a supervisor can demonstrate how the agents should navigate through a new application while attaching their verbal explanation. The training video is stored in a standard AVI format. Agents view the training videos from their Agent Portal.
Bulletins – Supervisor can communicate with their agents without traditional email that is filled with non-business related material. Agents view the Bulletings from their Agent Portal.
Agent Tests – Using the CXM Test wizard, tests can be created to verify agent comprehension of training material. Agents take the tests within the Agent Portal.
Agent Portal – Each agent has their own private virtual classroom. Within their portal the agent can listen to their own recorded calls, view all of their evaluation forms and the associated call recording. Additionally, agents view training videos, read bulletins and take tests.
