Express Author from Simtrex. (Technology Highlights).

Bad customer service due to lack of agent knowledge or training helps destroy profits. Agent turnover, one of the major costs associated with call centers, can be driven by agents who feel they are inadequate to handle the tasks assigned to them. The answer to both of these related problems is to be found in training, but scheduling classroom time and taking groups of agents at the same time can also lead to problems. Hiring trainers is one solution, but unless they are used for generic topics, they also have to take time to learn how that center operates and familiarize themselves with the company's systems and products before they can develop an effective training course that is tailored to that particular company. Combating problems are online training and simulation products, one of which is Simtrex's StarTrainer simulation training software.

Simtrex's Express Author software is designed to give subject matter experts the ability to design their own simulations and reduce development time, as no programming skills are required. Using Express Author, subject matter experts can develop call simulations that integrate voice, data and time to replicate calls exactly as they occur in the end users' call center so that agents will handle them in a true-to-life situation. Using a simulated version of their systems, subject matter experts can design a call flow following the company's best practice standards. Express Author captures every action and automatically creates simulation lessons.

Express Author is included as part of the Version 4.0 release of Simtrex StarTrainer. The upgrade also provides new Web-based administrative capabilities, advanced screen capture technology and expanded script management functionality.

www.simtrex.com/678-589-9100

For information and subscriptions, visit www.TMCnet.com or call 203-852-6800.