E-Learning Shaping Call Center Training

Things change. It’s just a fact of life. As sure as fall will steadily move into winter and winter to spring, every facet of life will be different tomorrow. In business there are no exceptions and this can be especially true in call center training: It is evolving.

 

While call center training has changed, becoming more sophisticated as better tools come into the environment, companies like Ulysses Learning continue to offer innovative ways of keeping clients on the cutting edge.

 

Ulysses Learning’s e-Learning tool offers sophisticated tools to teach new agents valuable skills while upgrading proficiencies of existing call center employees about new product and services, equipment and procedures.

 

North Carolina-based Ulysses Learning helps global organizations improve customer service, sales and coaching results at all points of customer contact. These client results are achieved by using simulation-based e-Learning intelligently blended with facilitation, coaching and performance improvement consulting.

This e-learning method gives personnel opportunities to practice at their own pace so that they can bring up their own knowledge and skills to what is expected of them.

 

In fact, solid and efficient training can reduce, and in many cases eliminate, the performance and productivity that often separates experienced agents with beginners.

Consider this: All agents are the face of your company regardless of tenure and their visibility is often the first contact customers have with your company.

 

Ulysses Learning’s research team also recognized that contact centers are a great place to begin developing frontline judgment and customer interaction skills. And as these critical elements develop effectively through training; service, sales and coaching performance can achieve higher levels of revenue and customer loyalty results.

The company developed CallMentor Learning and Performance Improvement System - simulation-based e-Learning intelligently blended with facilitation, coaching and performance improvement consulting.

CallMentor is the contact center industry's most recognized training solution, winning ten consecutive ‘Product of the Year Awards’, among other industry distinctions and honors.

 

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies, brought to you by Voice Print International (News - Alert)