beCogent, one of the UKs providers of outsourced contact centre services, has announced that it is implementing the Knowlagent e-learning system as part of continued investment in customer service. Knowlagents dynamic learning environment schedules, manages and delivers training directly to an agents desktop for timely performance improvement, without costly out-of-centre training.
This will ensure that beCogents contact centre agents maximise their soft skills, client and product knowledge to deliver the best possible service to customers that include Traveline Scotland, Telewest, Argos, Nestlé and John Lewis Direct.
The Knowlagent system was initially piloted in beCogents Erskine site alongside an operation for a leading provider of mobile services and communications solutions. Following the success of this pilot, beCogent plans to roll out Knowlagent to all areas of the business where it will be used as a refresher and skills development tool, and for training on new operations. As well as enhancing customer service, the e-learning initiative is intended to drive staff engagement, increase job satisfaction and improve retention among agents. It is designed to complement the classroom training and ongoing coaching received by agents.
Charles Breslin, Managing Director for beCogent, commented that beCogent is firmly committed to agent training and development, because it produces a highly skilled and motivated workforce that takes ownership of ideas and changes. Based on skill gaps and learning opportunities identified through performance evaluation scores, Knowlagent provides the perfect dynamic learning environment to optimise performance on a continuous basis” .
Knowlagent is unique as it provides fun and useful courses. Agents especially like the interactive quizzes and games, which develop their skills and knowledge without the need for protracted training sessions they are learning without really realising it! Following the initial implementation, we have seen considerable enhancements in performance, especially with regards to soft skills such as listening, which are essential to contact centre staff, he added.
2005-10-07
Em Foco – Pessoa