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The Value of e-Learning and Coaching Solutions in Agent Performance
Ovum, March 2010, Pages: 19
Adoption of e-learning and coaching solutions in the contact center is on the rise. Training tools are becoming more valuable to contact centers in improving agent performance and customer satisfaction. Vendors are providing better-integrated solutions with more coaching capabilities as part of their workforce optimization technologies (WOTs) suites. This is good news for enterprises because they can work with existing vendors, rather than looking for additional providers. Enterprises can reduce implementation time and link e-learning and coaching with quality monitoring (QM), workforce management (WFM) and performance management (PM).
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