Call Center Software Products: Envision Elearning

Simple, flexible call center training for agents and supervisors.

A flexible product that makes it easy to deliver targeted call center training solutions directly to the agent desktop, Envision eLearning™ helps agents achieve new levels of effectiveness while reducing training expenses. Envision eLearning provides supervisors with a complete set of tools that streamline the creation and delivery of personalized training that help call center agents quickly improve performance and consistently deliver the highest levels of customer service and care.

With Envision eLearning, supervisors take advantage of flexible, rules-based delivery to ensure agents get exactly the training they need, when and where they need it. The results include reduced ramp-up times, decreased handle times and greater customer satisfaction.

Envision eLearning is available as a stand-alone application, but also as one of a set of integrated solutions available within the Envision Centricity™ platform. Envision Centricity unifies eLearning with other key workforce optimization functions to provide a centralized, comprehensive customer solution for improving and managing agent, team and business performance.

Key features of Envision eLearning include:

Video authoring: Quickly create training videos that include a voice recording and screen capture of any application, Web page or document.

Call center training content delivery: Use right-time coaching to send videos, computer-based training (CBT), presentations and custom and third-party training directly to agents, along with coaching tools such as customer interactions and evaluations from Envision Quality Monitoring. Onscreen notifications can let agents know when new call center training arrives.

Integration with other quality monitoring systems: Use Envision eLearning with quality monitoring systems to integrate training content with customer interactions and feedback. Designed specifically to work with Envision Quality Monitoring, Envision eLearning can also be used with other quality monitoring systems.

Learning management system (LMS): Easily store, deliver and track training content. Set up training programs for specific requirements—such as new hire information, data entry procedures and sales promotion instructions—that supervisors and trainers can access whenever the need arises.

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"Working within a hybrid virtual environment where more than 50 percent of our agents work from home is challenging. With Envision’s multi-site solution, we can quickly and easily identify agent knowledge and skill gaps and consistently coach to improve our performance, helping more of our clients to quit smoking."

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