eLearning
High staff turnover and technology updates cause considerable challenges for contact centre training. Capstone provides elearning solutions for your people that offer significant high-value benefits including:
- Custom courseware, including interactive courses
- Reduced training time and costs with no classroom sessions
- Targeted training to individual team members based on skill requirement and organisational objectives
- Continuous learning
- Tracking and reporting to measure training effectiveness
We deliver eLearning services under three key categories:
Needs-based eLearning: Timely, individual training delivered directly to agent desktops. Your supervisors can assign training based on their observations of strengths and weaknesses. Your people can assign lessons to themselves or training can be assigned automatically depending on agent skill gaps.
Targeted eLearning: Provides courseware that addresses general skills, technology specific training or organisation specific training. It allows you to create your own in-house materials and learning tools.
Express eLearning: Which provides training functionality that helps smaller contact centres improve agent performance. It allows you to edit captured customer interactions into learning clips that highlight best practices or areas for improvement. These clips, together with other material, are sent directly to the agent desktop.