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

Earthlink Unveils Hosted Contact Center Solution

With more and more call centers moving to the United States, finding ways for those call centers to stay ahead of the competition has become more important than ever. Call centers are also working twice as hard to find ways to make employees that much more productive so they can serve the company and its customers. Earthlink believes it has one such solution with the arrival of its new Hosted Contact Center. [ Read More ]
11/25/2014

Accenture Releases Survey on Digital Police Solutions

Accenture has released a new survey on digital police solutions and how police can better serve their citizens using technology. [ Read More ]
11/24/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Aspect Software and Nice Systems

What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
11/22/2014

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014
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!