E-learning & Coaching

E-learning & Coaching

FOCUS ON SKILLED AGENTS

Customer experience starts with employee expertise. Use targeted training and coaching to boost agent performance and enhance customer satisfaction.

Customer expectations for service are constantly increasing. They are less tolerant of hold time and call transfers and expect first call resolution. How can you make sure your agents skills keep pace with these demands?

ZOOM E-learning & Coaching equips agents with the knowledge and skills they need to better serve the customer. It helps agents to improve their performance, to increase their confidence and to empower themselves.

Benefit from a powerful solution that delivers measurable results and provides supervisors with oversight and management tools that ensure agents keep up to date with their knowledge.

 

Are you ready to take a closer look? Schedule a demo

How E-learning & Coaching Works

Create

Create

Create simple instructions for your agents and use the existing knowledge base or any digital content that can be referenced by a unique link. Include sample calls with screen recordings as learning material.

Distribute

Distribute

Distribute training packs to a single agent, selected teams, or the entire business unit. E-learning package can also be delivered to remote and home based agents.

Measure

Measure

Agents always complete a custom quiz after training in order to measure knowledge acquisition. You can track their progress and measure the effectiveness of the training on future calls.

What Makes Us Different?

Leverage Existing Content

No need to start from the scratch. Work directly with your existing library of training materials, including documents, presentations, video and any web-based courseware.

Add Real-life Examples

Show your agents what it takes to be the best! Accelerate the learning process by providing agents with best-practice call and screen recordings that benchmark your top performing agents.

Personal Training Plan

Push content to agents, check their progress and see how they do against deadlines. Consider training complete only if agents pass the quiz or test.

Integrated Solution

As part of the ZOOM Quality Management user interface, training is delivered straight to agent’s desktop as well as to agents working remotely.

100% Self-service

Agents can consume content at their own pace to keep up-to-date on product and service offerings, legal issues or other hot topics. This will polish their key skills and encourage further development.

Measure What Matters

Measure agent performance and gain insight into the progress of skills training or knowledge acquisition via unified reporting. Follow-up with individual coaching.

Let’s get started. See it in action