PerformanceEdge from Aspect Software Offers Enhanced eLearning and Hiring Capabilities to Improve Agent Development and Reduce Attrition.
Summary: The PerformanceEdge Group of Aspect Software, the worldCOs largest company solely focused on Unified Communications The real time redirection of a voice, text or e-mail message to the device closest to the intended recipient at any given time. For example, voice calls to desk phones could be routed to the user's cellphone when required. for the Contact Centerao, today announced that it will be offering PerformanceEdgeao eLearning and PerformanceEdge Job Match, which enables contact centers to improve agent recruitment, retention, and training processes along with overall contact center productivity. With these new eLearning and hiring capabilities, PerformanceEdge provides customers the most complete depth and breadth of contact center performance optimization optimization
Field of applied mathematics whose principles and methods are used to solve quantitative problems in disciplines including physics, biology, engineering, and economics. capabilities on the market. The capability is provided through a partnership with Knowlagent, the leading provider of on-demand call center agent performance improvement tools.
The PerformanceEdge Group of Aspect Software, the worldCOs largest company solely focused on Unified Communications for the Contact Centerao, today announced that it will be offering PerformanceEdgeao eLearning and PerformanceEdge Job Match, which enables contact centers to improve agent recruitment, retention, and training processes along with overall contact center productivity. With these new eLearning and hiring capabilities, PerformanceEdge provides customers the most complete depth and breadth of contact center performance optimization capabilities on the market. The capability is provided through a partnership with Knowlagent, the leading provider of on-demand call center agent performance improvement tools.PerformanceEdge eLearning is designed to improve training and coaching by delivering the right content at the right time to agents and supervisors. PerformanceEdge Job Match is a Web-based job screening application specifically designed for the call center that helps companies assess candidates against the critical job requirements and provides them with the opportunity to assess their own fit. The result is fewer C[pounds sterling]false startsC[pounds sterling], therefore reducing attrition Attrition
The reduction in staff and employees in a company through normal means, such as retirement and resignation. This is natural in any business and industry.
Notes: and improving overall performance.C[pounds sterling]Agent attrition is one of the most prevalent problems that contact centers face today. Hiring and training new agents is a costly and time-consuming process,C[yen] said Robert Kelly There are severable notable individuals named Robert Kelly:
PerformanceEdge eLearning and PerformanceEdge Job Match capabilities will be delivered via the Web as a Software as a Service (SaaS) offering from Aspect Software beginning August 2008. This simplifies distribution, reduces costs and implementation time, lowers professional services (job) professional services - A department of a supplier providing consultancy and programming manpower for the supplier's products. fees, and eliminates annual software maintenance fees and hardware costs. This is the first time Aspect is directly providing hosted services to customers via the Internet.
C[pounds sterling]Aspect is clearly reinforcing its commitment to agent training and contact center optimization with the PerformanceEdge eLearning and Job Match offering,C[yen] said Paul Stockford, president and chief analyst at Saddletree sad·dle·tree
The frame of a saddle.
the frame of a saddle Research. C[pounds sterling]The eLearning market will continue to grow in the near future as companies look for ways to streamline the process of hiring and training knowledgeable contact center agents. By delivering the application via SaaS, Aspect is making eLearning capabilities easily accessible to its customers and speeding the adoption process of this essential performance optimization application.C[yen]
Finding the Time for Agent Training Through eLearningPerformanceEdge eLearning integrates with automatic call distribution (ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. ) and workforce management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. systems to deliver learning sessions without impacting ACD service levels. It monitors the levels of required ACD metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. , and can prevent or interrupt A signal that gets the attention of the CPU and is usually generated when I/O is required. For example, hardware interrupts are generated when a key is pressed or when the mouse is moved. Software interrupts are generated by a program requiring disk input or output. learning sessions in real-time as well as update the PerformanceEdge workforce management application, AspectA eWorkforce Managementao, indicating whether training was delivered. In addition, PerformanceEdge eLearning offers customized pre-packaged courses to meet specific training needs, aid deployment and speed 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). . Specialized spe·cial·ize
v. spe·cial·ized, spe·cial·iz·ing, spe·cial·iz·es
1. To pursue a special activity, occupation, or field of study.
2. content learning bundles include Agent Productivity Improvements, Sales Optimization, and an upcoming Collections Skills course. The benefits of PerformanceEdge eLearning include:Co Improved agent performance management through delivery of targeted eLearning sessions.Co Reduced training time and costs.Co Certification and compliance with key business initiatives.PerformanceEdge eLearning will offer product integrations to AspectA eWorkforce Managementao, AspectA CallCenterA ACD and AspectA SpectrumA ACD. Integrations with AspectA Unified IPao will be delivered in a subsequent release.Transforming the Hiring Process with Job MatchPerformanceEdgeao Job Match provides applicant screening capabilities that improve the agent selection and hiring process by identifying candidates with the best aptitudes and skills to increase recruiting efficiency, reduce attrition and improve new hire productivity. With its complete process and tool set, PerformanceEdge Job Match automates key steps of the selection process to eliminate wasted time screening and interviewing unqualified candidates, so you can hire the right agents from the start.PerformanceEdge Job Match creates models that reflect unique job activities and business needs and provides applicants with a realistic overview of the position and its associated tasks. Skills, personality and voice fit are assessed to determine if candidates are capable of performing job-specific behaviors. Benefits to users include:Co Increased agent retention and productivity.Co Decreased new hire attrition and hiring costs incurred by screening and interviewing unqualified candidates.Co Streamlined and automated hiring process.Co Improved time to 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 .
About PerformanceEdgePerformanceEdge combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning to enable organizations to holistically respond to changing business conditions. The PerformanceEdge applications dynamically interoperate See interoperable. to contact center managers consider everything and act immediately, ultimately making it easier for inbound in·bound 1
Bound inward; incoming: inbound commuter traffic.
Adj. 1. inbound , outbound out·bound
Outward bound; headed away: outbound trains.
Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships" and blended contact centers to control costs, enhance service levels and align performance with strategic goals. For more information, visit www.performanceedgesuite.com.About Aspect SoftwareAspect Software Inc. founded the contact center industry and is now the worldCOs largest company solely focused on unified communications for the contact center. Our all-in-one, IT-ready solutions communications-enable customer service, collections and sales & telemarketing telemarketing, the practice of selling goods or services to customers by means of the telephone or of surveying consumer preferences in telephone conversations. business processes for small and medium enterprises as well as for two-thirds of the FORTUNE Global 100. For more information, visit www.aspect.com.
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