Contact Us

Use our convenient email form to communicate directly with inContact.

Speak with a Specialist

Agent Communication

It’s hard to find time in any call center to increase performance and keep agents fully engaged on new products, policies and skills, particularly without interrupting daily operations. Capitalize on small pockets of down-time to educate and inform your agents with the agent communication features built into inContact® eLearning. You can deliver communications to your agents without negatively affecting service levels or operations.

With inContact, you can:

  • Continually improve agents' skills and knowledge
  • Reduce training time and costs
  • Ensure the implementation of important policies, procedures and programs
  • Improve handle times, call quality and first call resolution
  • Increase the effectiveness of sales and collections efforts  
  • Send scheduled training and communications to agents during dips in contact volume with RightTime™ technology.

What types of communications can I send to my agents through inContact eLearning?

There are five ways to communicate custom content to your agents though inContact eLearning:

  1. SCORM compliant courses can be delivered for in-depth training and certification
  2. The Tip Of The Day communicates short hints to help productivity such as, “Press F3 to search for a customer name in the CRM system”
  3. Question Of The Day allows managers and training teams to test agent comprehension on sent communications.
  4. The Bulletin Board section can be used to quickly communicate vital information. This section allows text customization (font color, size, style etc.) to get the agent’s attention.
  5. The My Messages section allows supervisors to send messages that can include a hyperlink to a course, web page or other content.

How are the communications displayed to agents?

All communications are displayed through the inContact eLearning Agent Console during learning breaks. 

How can I determine the best times to send communications to my agents?

RightTime technology allows delivery of scheduled call center agent training and communication during dips in contact volume through integration of inContact eLearning and the inContact ACD.

Can I target specific communications to specific agents?

Yes, you can customize communications by agent and skill-level.

To view a demo of inContact eLearning, click here.