ePath Learning ASAP a Timely 2010 Customer Interaction Solutions Product of the Year
A proven, rugged, flexible and timely contact center learning and training solution has made the recipients’ list for the recently announced 2010 Customer Interaction Solutions’ magazine’s 2010 Product of the Year Awards.
ePath Learning won its laurel for its ePath Learning ASAP, a web-based (i.e. OEM-hosted) authoring tool and learning management system (LMS) and learning content management system (LCMS), first developed and released in 1999 but refined since then with a rich, fully-integrated LMS and LCMS feature set.
A LMS, reports Wikipedia “is a software application for the administration, documentation, tracking, and reporting of training programs, classroom and online events, e-learning programs, and training content.” A LCMS, reports the same source, “is a related technology to the learning management system in that it is focused on the development, management and publishing of the content that will typically be delivered via an LMS. An LCMS is a multi-user environment where developers may create, store, reuse, manage, and deliver digital learning content from a central object repository.”
ePath Learning ASAP provides says ePath “a portal for collaborative authoring of content, a repository for reuse of that content, and system generated reporting”. ASAP is the only service on the market, believes the firm “that integrates the multi-user authoring capabilities of an LCMS with the delivery and reporting features of a traditional LMS in one, easy-to-use, affordable, online solution.”
Through its web-delivery ePath ASAP is available for training and coaching whether new-hire, refresher, new products/services or skills from and to anywhere. That flexibility makes it possible for it to be used to train home-based agents: including those who live/work outside of feasible traveling distance from the nearest contact center. More contact centers are reportedly relying on home-based agents whose benefits including cost reductions through lowered facility costs, productivity gains via reduced churn (home working is very attractive) and increased scheduling flexibility. Also on the list is business continuity: as northeastern U.S. and Atlantic Canadian communities are finding out in the wake of this weekend’s monster storm.
ePath’s solutions are used by several contact centers with home-based agents. It reports that Good Morning America had featured one such client customer, home-agent outsourcer Alpine Access. Also on the list is Arise, which supplies self-employed home agents.
Learning tools are, however, only part of the training equation. There must be trained coaches and supervisors who can reinforce the lessons and content the solutions provide. The RCCSP Professional Education Alliance provides a wide range of contact center training courses that are available at various times via conveniently located venues across the U.S. and in Canada: including some that are deliverable to the home. To find out more visit the RCCSP Professional Education Alliance site or call 708-246-0320.
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Patrick Barnard