Providing Personable Service in a Virtual Era
In today’s fast-paced multimedia contact centers, CSRs are required to process more information in a shorter amount of time. They are expected to meet and exceed customers’ needs through virtual channels that have expanded well beyond traditional telephone calls to include Internet-based communications.

In this era of “virtual” service delivery, training is the key to facilitating the proper balance of high-tech with human-touch. Properly training your CSRs and developing their ability to communicate effectively, as well as personably, across a variety of technical mediums is vital to sustaining your organization's success, because one dissatisfied customer can create a domino effect that makes it difficult for your organization to maintain service credibility.

Deliver Learning Directly to the Agent Desktop
eQuality Now, a leading contact center online dynamic learning environment, delivers integrated, personalized training throughout the entire agent lifecycle - pre-hire, new-hire and ongoing. Gone are the days of inconsistent, redundant center-by-center training initiatives. With eQuality Now's Web-based training delivery and management platform, you can rapidly deploy training and then track and measure the results in contact centers across your entire global enterprise.

eQuality Now Key Functions

• The dynamic learning environment schedules, delivers and manages training directly to agent desktops for timely performance improvement, without costly out-of-center training time
• Integration with eQuality suite allows for targeted recording and evaluations- simplifying creation and management of individualized training programs
• Closed-loop performance system provides for automatic assignment, scheduling and assessment of training- eliminating expense of time-consuming manual processes
• Open content standards enable use of AICC-compliant courseware purchased off-the-shelf or created in-house- optimizing use of training development budget and resources
• eQuality Producer leverages best practice call recordings for hard and soft skills training for both new hire and more tenured agents- without the need for specialized editing skills or equipment

Benefits for Your Organization: • Create more highly skilled CSRs • Motivate and retain your agents • Automate learning management • Augment existing training programs • Integrate targeted recording and evaluations • Evaluate the effectiveness of training • Access learning from a Web-based browser • Deliver training directly to the agent

Benefits for Your Customers: • Receive best-in-class service • Interact with enthusiastic, motivated CSRs • Obtain consistent service across all media