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Overview Coaching & Training

  • Completed quality evaluations can be emailed directly to agents
  • Supports a variety of training material formats (videos, recordings, documents, slide shows, etc.)
  • Track completed assignments or evaluation reviews
  • Coaching and Training is included with all installations — no additional licensing is required

Effective coaching and training are critical components of agent development. inContact Workforce Optimization Coaching and Training equips your staff with the knowledge and tools for success while providing an effective way for agents to understand their strengths and weaknesses.

Used in conjunction with inContact’s integrated call recording and quality management (QM) capabilities, our solution improves customer satisfaction through better agent performance, empowerment, and morale.

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Details

  • Upload Training Documents to Coaching Library

    The content library allows for supervisors to upload important updates, training material, recordings, and other information, providing easy accessibility to agents. Our library supports a variety of training material formats (videos, recordings, documents, slide shows, and more). Assign customized curricula and training materials to agents or groups based on performance or role. The content library also allows supervisors to track when documents were reviewed through its reporting capabilities. Easy folder management allows you to keep your library updated with only the information that you feel is pertinent to your agents, business or objectives.

  • Real-Time Feedback, Real-Time Agent Development

    Our agent coaching and training solution delivers evaluation forms to your agents as you complete them, providing them with instant performance feedback. You can also allow agents to access their recordings and conduct self-evaluations, giving them a better understanding of their scores and strengthening your coaching efforts through inclusion.

  • Include Your Agents in their Development

    Our agent coaching and training solution delivers evaluation forms to your agents as you complete them, providing your staff with instant feedback on their performance. You can also allow your agents to access their own recordings and conduct self-evaluations, giving them a better understanding of quality and strengthening your coaching efforts by including them in the process. Additionally, our solution allows you to deliver consistent training material through our training content library. Items that can be stored here include example calls, training collateral, and example evaluation forms. This enables agents to learn from real life situations and outcomes all in a seamless and simple interface.

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