Optimise agent skills and knowledge

Consumers are increasingly savvy and expect better customer service than ever before, yet businesses are under pressure to reduce costs. SkillsPlanner from Silver Lining Solutions is tightly integrated to Teleopti WFM and can help you rise to the challenge by enabling skilled and knowledgeable agents quickly, easily and cost-effectively.

With SkillsPlanner and Teleopti WFM you can automatically plan, schedule and manage training plans for even the largest workforces. The software blends target service levels and agent, trainer and training room availability to deliver optimal classroom and e-learning training schedules and programme coaching and 'one-to-one' sessions.

Who should attend this webinar?

  • People managing and delivering supervisor, team leader and agent training
  • People responsible for training schedules in workforce management
  • People monitoring quality of service and contact centre performance

In this webinar you will learn:

  • How to improve contact centre efficiency through optimized training plans
  • How training planning with SkillsPlanner from Silver Lining Solutions seamlessly integrates with your current workforce management process in Teleopti WFM 

Silver Lining Solutions’ unique software transforms agent performance in order to deliver improved and consistent customer service and reap significant business benefits. A growing, global client base including Orange, O2, Carphone Warehouse and British Telecom, use Silver Lining’s software to underpin skill and knowledge optimisation and drive performance improvements across the enterprise.

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