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Agent development solutions
Focus on Call Center Agent Development With Measurable Efficiency and Effectiveness.

Developing Contact Center agent skills is difficult enough when they are all in the same room or call center location… but all bets are off when migrating to the new normal of a Hybrid working environment.

 

Or is it?

Research studies have found that a person retains 30% of the message if they watch it, 20% if they listen to it, and retains over 70% of the message when they see and hear it.

The Key to Agent Development Success is Delivering Video-based Training:

 

Ensure Easy Content Access

Content must be readily available, provided on whatever device the agent prefers, increases commitment to learning. Educators recommend that the ability to visually access, review, and digest small sub-components of a larger piece of information – with the appropriate context – results in the best retention.

 

Deliver Structured Development Programs

Ensure that agents are provided relevant content and curriculum, supporting their career progression, which enables them to learn at their own pace. This encourages and helps improve information assimilation and retention of what they’ve learned, improving agent productivity and overall customer satisfaction.

 

Apply Uniformly

Leveraging a consistent and repetitive approach using both visual and auditory prompts – either for onboarding or ongoing development for upskilling – further reinforces retention and improves real-world application of the new knowledge.

People doing video call
Man and woman checking computer screen

Execute Broadly

Whether at the office, as part of a hybrid team, or working as a remote agent, the same development programs are available to all.

 

Easily and Regularly Assess Outcomes

The same evaluative criteria should be consistently applied to all agents to ensure the development programs deliver the expected results. All agents should then be evaluated while they are actively handling customer calls.

Features and Benefits
Top 9 Benefits of Enghouse Momindum Agent Development
Video collaboration
Simplified Access. Centralized Repository
Centralize all your video-based agent development content in a customizable, easily managed WebTV platform.
Analyze interactions
Provide Quick Access To Sought After Information
Enhance the searchability of and within your videos using chapters, indexing, keywords, and subtitles.
Intuitive interface
Intuitive Graphical User Interface
Simplifies end-user learning and video course development.
Access anywhere
Eliminate Redevelopment for Global Markets
Add multi-language subtitles to simplify global training initiatives and video-based product presentations – usable internally and externally.
Video interaction
Availability Assured
Optimizes and secures hybrid agent development initiatives. Useable wherever there’s a broadband connection.
Visual dashboard
Visual-Learning Ensures Better Retention
Reinforce learning with quizzes, instant access to supporting information, using subtitles and chapters.
Multiple devices
Uses Industry-standard Media Formats
Easily usable on any device, anywhere, anytime.
Scalable
Unlimited Scalability
Useable by all types and sizes of organizations.
Analyze video
Analyze Video Utilization
Track everything: Analyze the video statistics, viewer behaviors, and training ROI.
Woman call center agent
Deployment Options

Enghouse Interactive solutions offer multiple deployment options – choose the one that’s right for you!

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