New tools support cost control, customer service and employee satisfaction improvements within the new back office and home working areas as well as Agile Training across the enterprise
Using the QPC Back Office Management Toolkit, the service level, operating cost and employee work-life benefits that MI, workforce management and performance management technology provide for phone work can now be achieved for back office work too.
Part of the new QPC Séntrel Total Capability Management (TCM) platform Séntrel Virtual Class and Séntrel Learning Management System (LMS) have been extensively updated to provide Agile Training™, creating more ways to train agents quickly and effectively. Séntrel LMS is SCORM and AICC compliant and with its ‘3 clicks and done’ execution, a course, or even a curriculum, can be deployed to 10s, 100s or even 1000s of agents in minutes. Learning can be asynchronous or synchronous using Virtual Class which features state-of-the-art video conferencing with VOIP. Furthermore, using the test facilities built into Virtual Class and the LMS, training managers can check to see how effective their training has been and even ensure understanding for compliance purposes.
QPC TeamTonic® is a remote agent management application built to bring all the stakeholders within a home working operation together. Incorporating a scheduling tool which accommodates both the organisation’s needs and an employees shift preferences, a communication portal that delivers all the tools needed to communicate with home agents and the ability to view schedule adherence, KPIs, listen to calls, score interactions and even view activity in real-time.
Phil Smith, CEO of QPC says, “QPC has a long history of helping organisations improve their productivity, lower costs and maintain customer and employee morale. Focus is shifting beyond the traditional contact centre environment and our experience combined with our comprehensive product range strengthens QPC’s market leading position in the customer service industry.”
Call Centre Expo Stand: D13
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