Thursday, June 21, 2007

Use Virtual Observer to automatically distribute training material to agents

Virtual Observer's E-Learning module is an essential ingredient in any recipe for agent development.

Let's look at a practical example of how it may be used:

1) Your number one supervisor, Harliss Dondo, has just completed ten evaluations today. Five of them were exceptionally above the average, three were average and two below.

2) Harliss opens one of the exceptionally rated evaluations. He selects "package event" from the Virtual Observer menu. He highlights the call and exports the entire event (evaluation and screens included) to a network folder. He names it "Excellent Customer Greeting 001". He repeats this process several times, and soon he has his top ten evaluations all in one folder.

3) Harliss (or Harley for short) then chooses "Make Media List" from the menu. He then selects all the calls in the folder he just made. The system will then burn them to a cd or ftp them up to a webserver. An instant "greatest hits" compilation is born, perfect for training material for a new hire.

4) In Virtual Observer's E-Learning module, Harley had designated three training documents to be automatically delivered to any agent who scored below the par. The system has already emailed the training docs to the two agents who fared poorly and also included the link to the webserver that contains the greatest hits list, placing them on the road to improvement. On Monday, Harley will hand out a greatest hits training CD to 5 hires during new employee orientation.

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