Engage Coach
Engage Coach is a total performance management solution that includes quality monitoring, self coaching and evaluation accreditation. This unique e-learning system uses real calls from Engage Record and Engage Capture from TelStrat to create desktop learning modules. Trainers design a library of bite-size tutorials progressing from basic to advanced skills. Engage Coach tracks progress on how well the agent is absorbing the objectives in each module. Learning takes place during low call volume turning paid non-productive time to tangible learning.
Engage Coach also features a unique Alignment Index that measures how closely the learner has assessed the call compared to the expert coach. Once the learner finishes, they are able to compare how they scored with the expert’s score. Agents can self-evaluate their own calls and sign a tangible review session agreement with the team coach. Coaches can automatically distribute a training module when a new product or policy is introduced to help all agents fully understand how the new product/policy should be applied.
Create consistent learning modules using real customer calls
Author in-house learning modules within hours and build a library for ease of reference.
Comment on the agent’s progress
Add bookmarks and notes against questions to reinforce the coaching.
Train in downtime
Attach bite-size tutorials in PowerPoint®, PDF, image, video, audio, or e-learning formats to enhance learning.
Compare agents using an exclusive Alignment Index
Allow agents to compare themselves to the resident expert for a consistent, quality-controlled message.
Benefits:
- Convert non-productive time into learning with bite-sized tutorials
- Enable your contact center to deliver a consistent customer experience
- Motivate your agents to continuously improve their call handling skills
- Equip your team leaders with the tools to manage the performance of their team through regular measurement and coaching
- Balance productivity measures with quality measures
- Maximize the bottom line value of your contact center by continuously improving