Performance Management & E-Learning |
PDF
|
| Print |
|
E-mail
|
ComputerTel performance analysis solutions have been designed to enable contact centre managers to obtain an intelligent and balanced view of performance based on statistical data from a range of sources.
Through the versatility of Qe2, a unified view of quality and call handling performance can be obtained utilising competency assessment results and data imported from an ACD which is presented in user-definable reports. Performance metrics can be pre-programmed to ensure effective analytical measurement of specific and overall individual, team or shift performance providing a basis for fast and informed decision making and action planning.
The ComputerTel Wrap-Up Manager provides specific information about the outcome of a telephone call. Utilising database technology to identify caller details, a simple screen-pop containing default information fields relating to specific aspects of a call outcome is presented for completion by the agent at the end of each call. This data is then presented through user-definable reports to managers who may use it to analyse the performance of their agents, to plan or measure the effectiveness of campaigns and to ensure that the organisation is meeting customer expectation.
The ComputerTel e-Learner is a highly versatile and totally flexible computer based training solution, available as either a stand-alone or integrated application. Based on a series of user-definable or standard lessons relating to key areas of organisational competency, e-Learner uses simulated demonstrations and actual voice and screen recordings to facilitate learning and development of best practice.
Integration with Qe2 enables quality and training managers to schedule appropriate training sessions on e-Learner as soon as the needs are identified and to manage the completion and outcome of these within the Qe2 training module through a single user interface.
e-Learner has a comprehensive reporting function, including graphical analyses, providing a range of information about individual, team and organisational learning performance which may be linked to personal development plans and accredited learning programmes.
|
Products 
