New agents have much to learn when they start the job and employee turnover rates mean a constant requirement for training. However,
with training budgets getting crunched and pressure to maximise the time agents spend on the phone, how do you ensure agents get to the
right level of competence and confidence?
Training events, whether in a classroom or online play a big role. But if trainers have to train agents in all the details of products,
systems, business rules and processes then it becomes difficult to find the time to focus on imparting critical materials like context,
concepts and soft-skills.
SupportPoint is a performance support system that delivers targeted and actionable information about an organization's products, systems,
processes and policies. As a specialized knowledge management system, SupportPoint empowers contact center and training managers to
deliver clear, relevant, and company-specific "when, what, and how" information that enables agents to perform their jobs properly.
With SupportPoint, agents don't have to be trained in all the details of the job. As long as they understand the context of the task
at hand and how to find the information they need at the moment they need it, there's no need to memorize the details. This means that
training events can become shorter and higher value. And because learning gets built into the job, training managers can deliver even
more value to their organizations.
