Dictaphone's ContactPoint Trainer Wins `Best of Show' Award at The 2004 ICCM Conference and Expo; Technology Recognized by Leading Call Center Industry Experts.STRATFORD, Conn. -- Dictaphone Corporation's Communications Recording Systems (CRS CRS Course CRS Certified Residential Specialist (real estate certification) CRS Central Reservation System CRS Can't Remember Stuff (polite form) CRS Cost Reduction Strategy CRS Consumer Relations Specialist (TM)) Group, a leading provider of recording and monitoring systems and Workforce Relationship Management(TM) solutions for contact centers, today announced that its ContactPoint(TM) Trainer(TM) module was named Best of Show in the Learning Management and Delivery Systems category at the 16th Annual International Call Center Management (ICCM ICCM International Conference on Chemicals Management ICCM International Call Center Management ICCM International Centre for Culture and Management ICCM International Committee on Composite Materials ICCM International Council of Catholic Men ) Conference and Exposition exposition or exhibition, term frequently applied to an organized public fair or display of industrial and artistic productions, designed usually to promote trade and to reflect cultural progress. recently held in Chicago, Illinois. Trainer is an automated au·to·mate v. au·to·mat·ed, au·to·mat·ing, au·to·mates v.tr. 1. To convert to automatic operation: automate a factory. 2. Learning Management System (LMS (Learning Management System) An information system that administers instructor-led and e-learning courses and keeps track of student progress. Used internally by large enterprises for their employees, an LMS can be used to monitor the effectiveness of the ) designed to help contact centers optimize optimize - optimisation their staff by providing the focused training that agents need. Sponsored by ICCM and the Call Center Networking Group (CCNG CCNG Call Center Network Group International, Inc. (Flower Mound, TX) ), the Best of Show awards were presented by Advanstar Communications. Currently in its fifth year, the Best of Show competition recognizes award winners selected from over 100 companies participating in the ICCM EXPO, one of the largest global gatherings of contact center and customer management professionals in the world. A special Awards Committee determined the criteria for each of the award categories, including ease of integration, implementation, Return on Investment (ROI (Return On Investment) The monetary benefits derived from having spent money on developing or revising a system. In the IT world, there are more ways to compute ROI than Carter has liver pills (and for those of you who never heard of that expression, it means a lot). ), system quality, and customer service features. "We are honored to receive this prestigious award for ContactPoint Trainer from CCNG and Advanstar," said Dictaphone's Vice President of Global Marketing, John Kaiser. "ContactPoint Trainer revolutionizes learning management and delivery by integrating a competency-based training approach with tools designed to help contact centers manage their training programs more effectively and efficiently," explained Kaiser. A judging panel comprised of independent call center industry analysts, consultants, editors and writers selected the category winners that were considered the "best of the best" among products and services exhibited at the four-day event. A total of 16 Best of Show Awards were presented during the closing day of the conference, with one winning entry per category. "Dictaphone is a globally recognized leader in the contact center industry," noted Paul Panagopoulos, director of marketing for Advanstar Communications. "This Best of Show Award recognizes Dictaphone's commitment to providing innovative, cutting-edge technology solutions for improving and enhancing the contact center experience." About ContactPoint Trainer An automated Learning Management System (LMS), ContactPoint Trainer is one of three modules in Dictaphone's ContactPoint Workforce Relationship Management software suite. The ContactPoint solution provides a fully-integrated solution for optimizing agent performance, focusing on three major functions: recruiting, training and assessments. All three modules within the ContactPoint software suite - Recruiter, Trainer, and Assessor - are linked together through a common competency COMPETENCY, evidence. The legal fitness or ability of a witness to be heard on the trial of a cause. This term is also applied to written or other evidence which may be legally given on such trial, as, depositions, letters, account-books, and the like. 2. model, unique to ContactPoint. ContactPoint Trainer is designed to help contact centers optimize their staff by providing the focused training that agents need. Trainer links a contact center's assessment and training programs through a shared competency model (that identifies the skills, knowledge and abilities that agents need to succeed on the job). With ContactPoint, the competencies that are central to the agent's success on the job become the focal point focal point n. See focus. for performance assessments and training. The software continuously benchmarks an agent's assessment scores against targeted proficiency pro·fi·cien·cy n. pl. pro·fi·cien·cies The state or quality of being proficient; competence. Noun 1. proficiency - the quality of having great facility and competence levels for key competencies. It then recommends and helps to deliver the necessary training to close any competency gaps and improve agent performance. ContactPoint Trainer also helps contact centers manage their training resources more effectively, and facilitates the delivery of training in both classroom settings and online. Trainer provides tools for managing training components that are core to classroom-style training - such as trainers, venues, schedules, registrations, and test results. Training content, such as html files, PowerPoint presentations, or SCORM-compliant (Shareable Content Object Reference Model) content can also be imported into Trainer for delivery to agents' desktops. Testing, which is an integral part of any training exercise, is done using ContactPoint's assessment engine that provides a seamless approach to creating tests and assessments across the various modules. Tests can be created within Trainer or imported as part of any SCORM-compliant training material. Whether training is delivered offline or online, ContactPoint Trainer can also capture post-training test scores for agents so contact centers can tell just how effective their training programs are. About Dictaphone Corporation's Communications Recording Systems (CRS)(TM) Group With over 18,000 installed customers worldwide, Dictaphone Corporation's Communications Recording Systems (CRS(TM)) Group is a leading provider of recording and monitoring systems for contact centers, and Workforce Relationship Management solutions designed to optimize agent performance. Dictaphone CRS is a division of the Stratford, Conn.-based Dictaphone Corporation. Dictaphone's ContactPoint Workforce Relationship Management solution optimizes agent performance by helping contact centers hire and retain the best agents, assess them fairly and consistently, and empower empower verb To encourage or provide a person with the means or information to become involved in solving his/her own problems them with the right training and rewards. The centerpiece of ContactPoint is a competency model that enables the creation of job profiles that outline the skills, knowledge and abilities that agents need to be successful. Once identified, these skills, knowledge and abilities can then be systematically applied to the contact center's hiring, training, and assessment programs using ContactPoint, to increase agent effectiveness and improve customer service. The ContactPoint solution was designed to work in combination with Dictaphone's Freedom(R) Enterprise system. Freedom Enterprise records customer/agent interactions, using standard voice recording or Voice over Internet Protocol See Internet and TCP/IP. (networking) Internet Protocol - (IP) The network layer for the TCP/IP protocol suite widely used on Ethernet networks, defined in STD 5, RFC 791. IP is a connectionless, best-effort packet switching protocol. (VoIP) recording. The agent's desktop screen activity can also be captured. Other features supported by ContactPoint and Freedom Enterprise include: remote playback Playback could mean:
Safe Harbor Safe Harbor 1. A legal provision to reduce or eliminate liability as long as good faith is demonstrated. 2. A form of shark repellent implemented by a target company acquiring a business that is so poorly regulated that the target itself is less attractive. Statement This press release includes forward-looking statements forward-looking statement A projected financial statement based on management expectations. A forward-looking statement involves risks with regard to the accuracy of assumptions underlying the projections. within the meaning of Section 21(e) of the Securities Exchange Act of 1934. These statements are based on Dictaphone Corporation's current expectations and estimates as to prospective events and circumstances CIRCUMSTANCES, evidence. The particulars which accompany a fact. 2. The facts proved are either possible or impossible, ordinary and probable, or extraordinary and improbable, recent or ancient; they may have happened near us, or afar off; they are public or that may or may not be in Dictaphone Corporation's control and as to which there can be no firm assurances given. These forward-looking statements are subject to risks and uncertainties and there can be no assurance that any of these forward-looking statements may prove to be correct and actual results may differ materially. These risks and uncertainties include, but are not limited to, economic conditions in the U.S. and abroad, the ability to complete and deliver products and services within currently estimated time frames and budgets, the ability to effectively manage diverse and geographically dispersed dis·perse v. dis·persed, dis·pers·ing, dis·pers·es v.tr. 1. a. To drive off or scatter in different directions: The police dispersed the crowd. b. operations, difficulties with integrating product plans, schedules and resources, potential that the information and estimates used to predict future performance were not accurate, market acceptance of Dictaphone Corporation's products, competitive products, pricing pressures, and other risks. Dictaphone Corporation disclaims any intent or obligation to update these forward-looking statements. Dictaphone(R), Freedom(R), Communication Recording Systems(TM), CRS(TM), ContactPoint(TM) and Workforce Relationship Management(TM) are trademarks or registered trademarks owned by Dictaphone Corporation. Other products or marks referenced herein may be trademarks of their respective owners. Dictaphone Corporation's Freedom(R) recording system is the subject of U.S. and foreign patents and patent applications. (C) Copyright 2004 Dictaphone Corporation, all rights reserved. |
|
||||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion