Aspect® Performance Management™ and Aspect® Quality Management™ provide capabilities that enable needs based coaching and tracking of results while eLearning is supported with a sophisticated partner offering including learning management and content authoring tools.

As people-intensive organizations, contact centers will always need to concentrate on enhancing productivity and will continually be expected to do more with less. Performance management software links data to action through integrated workflow, alerts, messages and tasks, and guides managers and supervisors through important activities while improving employee consistency and effectiveness. It helps deliver the tools necessary to reduce administrative tasks, providing management with more time to coach and develop their teams.

By removing administrative tasks and automating managerial processes across the center, PerformanceEdge can help organizations achieve their operational objectives and provides:

Pre-designed workflows — creating consistent management practices across teams, locations and operation Alerts, messages and tasks — notifying individuals when metric thresholds are met, suggesting appropriate actions and tracking employee response times Online forms — capturing data previously stored on paper and providing a complete view into management level performance

Quality management software is designed to review the quality of agent transactions and also plays an important role in increasing agent productivity. Implementing an accurate quality management solution is critical to successful and effective customer relationships. PerformanceEdge provides the capabilities for recording, reviewing, and reporting on customer interactions, which can then be used for coaching to improve agent performance, increase customer satisfaction and aid revenue generation.

Applying eLearning in the contact center environment can blend the benefits of coaching and training to ensure your staff has the right information to not only keep customers happy, close sales and cure delinquencies. 

Providing ongoing training via eLearning for agents on contact center goals and company policy is critical to agent retention. The more prepared agents feel they are to handle customer interactions, the more likely they are to be satisfied with their job. The potential for knowledge management within call centers is vast. Providing access to the right content to more quickly answer questions, and insight to tailor information to customer preferences and even up-sell related products or services is a core benefit.