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

Appeals Court OKs Redbox's Customer Info Disclosure to Third Parties

The U.S. Court of Appeals for the Seventh Circuit, based in Chicago, has given its approval of Redbox's practices for disclosing customer information to a third party regarding customer service issues. [ Read More ]
10/31/2014

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014
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!