Impact 360 eLearning: ROI and Value
The benefits of Impact 360 eLearning for contact center agents, supervisors, and administrators
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How can Verint's Impact 360® eLearning provide your organization with value? What kind of ROI can you expect to achieve? Here are some of the areas where Impact 360 eLearning can deliver measurable benefits.
Improve agent efficiency, accuracy, and retention.
Agents who receive ongoing training on your latest offerings and procedures will perform more efficiently and make fewer errors. And agents who are confident in their abilities are far more likely to be happy and successful in their jobs. Impact 360 eLearning can help your organization retain its most competent, efficient agents, reducing the costs associated with customer dissatisfaction, missed revenue opportunities, and new employee recruitment and training.
Increase first call resolution.
Well-trained agents, knowledgeable about your products and processes and comfortable interacting with customers in even difficult scenarios, are more likely to resolve issues on the very first call. Impact 360 eLearning can help your organization reduce costs and customer frustration related to repeat calls.
Reduce training time and costs.
Traditional training requires agents to attend classes away from their work. Instructors and training facilities must be engaged, and for home-based agents, potentially high travel costs may be incurred. By contrast, Impact 360 eLearning brings training modules to each agent’s desktop, eliminating the need for on-site instructors and training facilities and allowing agents to learn during quiet times or when scheduled, without leaving their desks.
Develop courseware rapidly and easily.
Using Impact 360 Content Producer, you can create your own training content in just a few hours using your contact center’s audio and screen recordings and many other materials, such as graphics, presentations, documents, and videos. Developed specifically for business users, Content Producer is easy to use and even lets you incorporate employee quizzes and assessments to determine training effectiveness.
Target training to individual employee needs.
Impact 360 Competency-Based Learning is a closed-loop performance system that streamlines training processes. This solution works in concert with Impact 360 Workforce Optimization and eLearning solutions to automatically identify skill gaps, select appropriate courses, schedule training at an optimal time, and deliver training to student desktops.
Deliver consistent, high-quality eLearning using our Web-based training library.
The Impact 360 Desktop Learning Library provides engaging, interactive Impact 360 training built on our many years of leadership in enterprise workforce optimization. The Desktop Learning Library is ideal for on-boarding new hires or sharpening the skills of agents, supervisors, and administrators.
Improve agent “soft” skills with our Interaction Skills Courseware.
Built on our years of experience in the contact center arena, Impact 360 Interaction Skills Courseware was developed to address the most commonly needed skills for contact center agents. These 15-minute learning modules cover a wide variety of soft skills, such as problem solving, customer service, communication techniques, and email communications.
Read how Verint® customers are using Impact 360 eLearning to improve contact center performance. Contact us to learn how Impact 360 eLearning can deliver significant value to your organization.
