Guidance Performance E-Learning™

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 within your contact center and 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

  • Single interface for managing training program
  • Support for embedding of training content (documentation, video, interactive test, scripts, html)
  • Includes agent web portal capabilities
  • User-friendly training designer interface to design and create training questions and organize training content
  • Establish training priority, sensitivity and importance
  • Schedule for training based on PBX/ACD events
  • Pre-established performance criteria and/or specified rules
  • Reoccurring schedule for training notifications
  • Different levels of training for campaigns or new programs
  • Development of targeted training for group/individuals
  • Quickly update or modify questions
  • Conduct interactive test using telephone inputs or prompts
  • Access from windows based client or web
  • Building calibration scenarios with testing