Contact Us

Use our convenient email form to communicate directly with inContact.

Speak with a Specialist

eLearning / Training Tools

The scarcest resource in your call center is time. And "finding" time to keep your frontline fully engaged on new products, policies and skills, without negatively impacting operational metrics, is often an impossible task. inContact® eLearning enables you to leverage small pockets of call volume downtime to push targeted reinforcement training and communications directly to the agent. The result is improved frontline productivity and effectiveness - without taking agents off the floor and without negatively impacting operational metrics.

How does the system deliver eLearning to the agent?

The patented RightTime™ technology determines when to deliver content to the agent. With pre-integration to the inContact ACD, this solution ensures that scheduled eLearning sessions are delivered as often as possible without sacrificing cost or service levels.

How is content developed?

With inContact eLearning, you can eliminate the challenge of implementing and adopting a learning management system. You can either:

  • Develop new content through the system
  • Quickly convert existing content or classroom training by leveraging a Sharable Content Object Reference Model (SCORM) format to upload and deliver through inContact eLearning

What is SCORM?

Sharable Content Object Reference Model (SCORM) is a collection of standards and specifications for web-based e-learning. It defines communications between client side content and a host system called the run-time environment (commonly a function of a learning management system). SCORM also defines how content may be packaged into a transferable ZIP file. SCORM is a specification of the Advanced Distributed Learning (ADL) Initiative, from the Office of the United States Secretary of Defense.

Can agents benefit from eLearning regardless of their location?

You can implement training, communications and testing directly to agents anywhere over a secure IP connection. Whether your agents are all in one office, multiple offices, foreign locations or at-home, you can deliver all types of content through the inContact eLearning agent console.

Can I also do testing and certifications through eLearning?

Absolutely. eLearning is configured to support interactive learning, including testing and certifications.