The SC2500 version of SmartContact Center is ideally suited to the training of new agents in dedicated training rooms or in the “nursery” area of the call center floor.
The SmartContact Center training solution includes the same agent monitoring capabilities of the call coaching system (albeit for a single supervisor).
Plus SmartContact Center adds two-way video capability so that instructors can share their own screen or that of a model student with the entire class.
From their own desktop, at the touch of a button, supervisors can:
- Monitor agent-client conversations and view agent computer screens,
- Coach agents by whispering instructions, which only the agent can hear,
- Take remote control of the agent’s computer to navigate to pertinent caller information,
- Intervene and speak directly with the caller to resolve difficult issues.
- Broadcast their computer screen and audio to the entire class, to a group of agents, or to a single agent.
- Broadcast the computer screen and audio of a model student to the entire class or to a group of agents.
- Blank all student screens and lock all student keyboards and mice to focus attention on the instructor.
SmartContact Center
improves the training process for new agents, allowing more material
to be covered in less time.
