Impact 360 Competency-Based Learning
Targeted training based on individual skill gaps, automatically assigned to agent curriculums
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Targeted Contact Center Agent Training
Impact 360 Competency-Based Learning automatically assigns targeted training based on individual competency gaps. An optional component of the Impact 360 eLearning solution, our Competency-Based Learning simplifies contact center training and provides each member of your staff with the training they need to perform more effectively
Streamlined Training Management
Impact 360 Competency-Based Learning provides a closed-loop performance system that streamlines the tasks associated with assigning and assessing the effectiveness of contact center training.
Competency-Based Learning works in combination with the Impact 360 Workforce Optimization portfolio, first by identifying skill gaps in evaluation forms, completed lessons, or performance management scorecards and then assigning appropriate courseware for the agent’s needs. Impact 360 Workforce Management schedules training at an optimal time, and assigns training to the student’s cirriculum via the Impact 360 eLearning home page.
Once students complete the assigned training (which can be delivered directly to staff desktops), Impact 360 makes course completion reports available for managers to review. Impact 360 Quality Monitoring then flags post-training interactions, so that they can be assessed to determine the effectiveness of the training and whether additional training is needed. Additionally, eLearning markers are placed in the historical drill through on individual KPIs available in the performance management scorecards. These markers show when a lesson was completed and allows supervisors to quickly see the outcomes of the training activities.
Contact us to find out more about Impact 360 Competency-Based Learning and the Impact 360 Workforce Optimization portfolio.
