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 and within your contact center,
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
- Windows GUI interface and/or web enabled
- Single interface for Managing Training Program
(i,e., users, workgroups, administrators, schedules,
etc.)
- Support for embedding of training content
(documentation, video, interactive test, scripts,
html)
- Enterprise solution using standard Exchange Server
- User-Friendly Training Designer interface to
design and create training questions and organize
training content
- Ability to establish training priority,
sensitivity and importance
- Ability to establish schedules for training based
on PBX/ACD events
- Preestablished performance criteria and/or
specified rules
- Ability to establish reoccurring schedule for
training notifications
- Ability to establish different levels of training
for campaigns or new programs
- Development of targeted training for
group/individuals
- Ability to quickly update or modify questions 3D,
List and 2D management reports
- Ability to conduct interactive test via using
telephone inputs or prompts
- Access from single client or web
- Building calibration scenarios with testing
- Cost effective, easy to install and maintain
business tool
