Contact Center Solutions Featured Article

Aspect Software's PerformanceEdge Offers eLearning and Hiring Capabilities

July 29, 2008

The PerformanceEdge Group of Aspect (News - Alert) Software today announced that it will be offering PerformanceEdge eLearning and PerformanceEdge Job Match.
 
These two solutions will enable contact centers to improve agent recruitment, retention, and training processes along with overall contact center productivity, according to the company.
 
The new eLearning and hiring capabilities are expected to provide customers of PerformanceEdge (News - Alert) a “complete depth and breadth” of contact center performance optimization capabilities.”  
 
Company officials said that the capability is provided through a partnership with Knowlagent, a provider of on-demand call center agent performance improvement tools.
 
Designed to improve training and coaching, PerformanceEdge eLearning delivers the right content at the right time to agents and supervisors, while PerformanceEdge Job Match is a Web-based job screening application designed for the call center.
 
Officials explained that PerformanceEdge Job Match helps companies assess candidates against the critical job requirements, along with providing them with the opportunity to assess their own fit.
 
“Agent attrition is one of the most prevalent problems that contact centers face today. Hiring and training new agents is a costly and time-consuming process,” said Robert Kelly, vice president at PerformanceEdge Group.
 
He said with PerformanceEdge Job Match and PerformanceEdge eLearning, contact center managers now have sophisticated hiring and training options to better address these challenges.
 
Kelly also said that these capabilities will help customers overcome the difficult task of “lowering hiring costs and improving agent retention and skills, ultimately enabling their contact centers to deliver improved customer service, collections and sales.”
 
Beginning August 2008, PerformanceEdge eLearning and PerformanceEdge Job Match capabilities are expected to be delivered through the Web as a Software as a Service (SaaS (News - Alert)) offering from Aspect Software.
 
Paul Stockford, president and chief analyst at Saddletree Research, commented: “By delivering the application via SaaS, Aspect is making eLearning capabilities easily accessible to its customers and speeding the adoption process of this essential performance optimization application.”
 
Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.
 

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Jim Cossetta, President, CEO, 4What Interactive, Creators of The VoIPTrainer, brought to you by 4What Interactive (News - Alert).

 

Article comments powered by Disqus

Related Contact Center Solutions Articles

AT&T to Layoff 188 Workers in Illinois, Offering Transfers to Nearby Locations

A recent news report from The State-Journal Register in Springfield, Ill., says the AT&T call center in Springfield will soon close, transferring its work and workers to other Illinois locations. [ Read More ]
07/25/2014

Lowe's Opens New Customer Support Center

Lowe's, a home improvement company serving approximately 15 million customers in the United States, in collaboration with the State of Indiana and the City of Indianapolis is ready to open a Customer Support Center in Indianapolis. This new Customer Support Center will create up to 1,000 new jobs by 2016. [ Read More ]
07/24/2014

Contact Centers in Africa-Engaging Citizens and Engine for Economic Development

The recognition of the value of modern contact centers is a global phenomenon in terms of enabling governments to better engage and serve their citizens and as a driver of economic growth. This has been exemplified over the years by the enormous impact of the contact center business in places like the Philippines and India, and is of growing importance in Eastern Europe and the Middle East. And, now it can and should be Africa's turn according to Christopher Bell, Interactive Intelligence's Chan… [ Read More ]
07/24/2014

Interactive Intelligence INTERACTIONS 2014 Draws 2,200-Plus Attendees from 42 Countries

It is always a sign of company health, and typically an indicator of overall market vitality as well, when an annual gathering of customers, partners and leading industry subject matter experts by a recognized industry continues to expand. A case in point is customer experience solutions provider Interactive Intelligence's recently concluded INTERACTIONS 2014. [ Read More ]
07/24/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!