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E-Learning™ is content and instructional training delivered
directly to your desktop and designed to build continuous knowledge
and skills related to individuals or organizational objectives. Guidance
enhances the possibilities of e-Learning by allowing your organization
to use existing quality assurance evaluation measurements to automatically
deploy logical and concise training throughout your Contact Center.
Your organization maximizes performance within your contact center
and agents are continually empowered and further enriched.
Cacti has integrated both e-learning and quality assurance recording
within the Contact Center. Guidance serves as an innovative, comprehensive
business tool. Your organization elects to use this business tool
as a stand-alone application, or integrate Guidance with our Selective/Total
voice and data recording or SurveyMaster (Customer Automated Survey).
You will immediately experience enhanced performance. Your organization
will be free to focus on customer service, communications and continued
agent development. You will be able to quickly identify any gaps or
concerns and immediately develop/deploy resolutions.
Guidance E-Learning Highlights Include
- Single interface for managing training program
- Support for embedding of training content (documentation,
video, interactive test, scripts, html)
- Includes agent web portal capabilities
- User-friendly training designer interface to design and create
training questions and organize training content
- Establish training priority, sensitivity and importance
- Schedule for training based on PBX/ACD events
- Pre-established performance criteria and/or specified rules
- Reoccurring schedule for training notifications
- Different levels of training for campaigns or new programs
- Development of targeted training for group/individuals
- Quickly update or modify questions
- Conduct interactive test using telephone inputs or prompts
- Access from windows based client or web
- Building calibration scenarios with testing
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