e-Learning

Learning management capabilities that provide the functionality needed to create, issue and track courses.

E-Learning, like Coaching, is an adjunct to the Quality Management and Performance Management functions. If an interaction is deemed to be valuable as a tool to demonstrate to employees either good or bad examples of customer/agent interaction, the recording and the associated quality assessment can be converted to an e-Learning clip and provided to agents/users that need some coaching intervention.

   
Coaching and E-Learning Adobe PDF Icon