Dictaphone launches new ContactPoint software release.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 ) group, a provider of recording and monitoring systems for contact centers and workforce relationship management solutions, has announced significant feature enhancements to its ContactPoint ContactPoint (with the previous working title of Information Sharing Index (or IS Index or ISI); also the Children's Index) is a planned government database that will hold information on all children under 18 in England, designed by Capgemini. Workforce Relationship Management solution for contact centers. Dictaphone's ContactPoint Workforce Relationship Management solution provides a fully integrated solution for optimizing agent performance, focusing on three major functions: recruiting, training and assessments. The ContactPoint software suite is comprised of three modules--Recruiter, Trainer trainer Vox populi One who trains or instructs a person in improving that person's performance in a particular activity. See Athletic trainer, Personal trainer. and Assessor--all 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 detailing the skills, knowledge and abilities agents need to be successful. Once identified and captured in ContactPoint, this competency model can be applied to the contact center's hiring, training and assessment programs to increase agent effectiveness and improve customer service. Included among the new ContactPoint features: an assessment workflow The automatic routing of documents to the users responsible for working on them. Workflow is concerned with providing the information required to support each step of the business cycle. tracking engine; a report schedule for flexible, 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. reporting; and enhancements to ContactPoint Trainer, which allows contact centers to import SCORM-compliant training material and to deliver that material directly to agents' desktops. [ILLUSTRATION OMITTED] "ContactPoint's new features give contact center managers even better tools for optimizing performance, such as enhanced tracking of coaching and training activities, and more flexible, automated reporting capabilities," John Kaiser, vice president of global marketing for Dictaphone CRS, said. The new ContactPoint software release is available immediately. www.dictaphone.com |
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