November 01, 2006

 

Improving customer service is necessary for any call center operation. However, when agents handling telephone transactions lack proper keyboarding skills, it can be difficult to achieve satisfaction.

 

Agents who type slowly, or are unable to concentrate on what the caller is actually saying because they are so concerned with trying to type, can aggravate customers and keep call centers from achieving optimization.

 

To boost agent productivity during each call, improving keyboard-typing skills is necessary. By doing so, speed, accuracy and multi-tasking are possible.

 

Provider of workstation optimization software, Keynomics LLC., offers the Keynomics Performance System, a training method to offer optimal keyboard utilization.

 

Now, an additional enhancement to the training system, KeyAudio, provides audio-based training of keyboard skills. With the offering, agents listen to a recording on their browser, via the internet, and practice typing examples of actual caller interaction scenarios.

 

The numeric training course specifically helps improve transcription of credit card numbers, phone numbers and street addresses. The alpha course offers improvements in the typing of names and long passages.

 

"This forces agents who are struggling with multi-tasking, to reinforce their new skills in a real-world environment and allows them to further hone their advanced keyboard and ergonomics skills," noted a recent news release.

 

"We set out to build an audio module that would make the Keynomics Performance System even more valuable by leapfrogging the competition," commented David Rogers CEO for Keynomics in a statement to the press.

 

Keynomics also offers solutions for assessing new hires keyboard skills based on the demands of the call center environment.

 

IEX, provider of workforce optimization solutions partnered with Keynomics late last year to offer its customers the Talk, Type, Listen solution for further enhancing contact center and agent productivity.

 

For more information, please visit: www.keynomics.com