Impact 360 Desktop Learning Library
Web-based Impact 360 eLearning library for contact center agents, administrators, and supervisors
| At A Glance |
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Convenient eLearning for Both New Hires and Experienced Contact Center Staff
The Impact 360 Desktop Learning Library is a practical, convenient way to teach new hires how to use Impact 360 and help contact center agents, administrators, and supervisors keep their skills up to date.
This Web-based training library brings eLearning to staff desktops. Staff can review these brief, focused lessons between calls, when their schedules permit, or when a scheduler has assigned them a learning break as part of their daily activities. The Desktop Learning Library promotes consistent training content and messages and a high-quality learning experience for all staff. And it is an excellent on-boarding tool for new agents, supervisors, and managers.
A component of the Impact 360 eLearning solution, our Desktop Learning Library can better prepare contact center personnel to deliver the quality of service that builds customer satisfaction and boosts customer loyalty.
Engaging, Interactive Web-Based Impact 360 Training
The Impact 360 Desktop Learning Library features engaging, interactive training, with lessons structured within learning tracks. Each track contains several hours of material that students can master at their own pace, according to their job requirements and goals.
At the end of each course, an assessment shows how well the student has mastered the material. Assessments can be forwarded to the appropriate people within your organization.
Below is just a sample of what the Impact 360 Desktop Learning Library offers:
- Quality Monitoring for Agents, including listening skills and understanding scorecards
- Quality Monitoring for Administrators, covering such topics as how to create roles and groups and create forms, evaluations, reports, etc.
- Quality Monitoring for Supervisors, with training on monitoring sessions, creating evaluations and reports, and editing contact interactions
- Workforce Management for Agents, providing instruction on log-on procedures, schedule preferences, and customer service skills
- Workforce Management for Supervisors, including log-on procedures, schedule viewing and management, and adherence management
- Workforce Management for Administrators, with lessons on log-on procedures, viewing schedules, and creating and assigning roles
- Compliance for Supervisors, covering such topics as searching, replaying, and exporting calls and working with query results
- Next Generation Impact 360 for Agents and Supervisors, including how to set preferences, searches, contacts, evaluations, reports, scorecards, and eLearning
Speak with your Verint® representative or contact Verint for more information about our Desktop Learning Library.
