Contact Center Solutions Featured Article

July 29, 2008

Aspect Software's PerformanceEdge Offers eLearning and Hiring Capabilities

By Anshu Shrivastava


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).
 


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