Call Center Coaching Software
KnoahSoft Harmony's Coach and Learn module puts knowledge in the hands of those who need it, when they need it. Harmony’s integrated contact center coaching and e-learning capabilities provide a collaborative feedback loop between the agent and the supervisor to deliver training content and messages to agents just in time to improve their efficiency and enhance productivity. Contact centers will have better-trained, motivated and empowered agents, improve customer satisfaction, retention, advocacy, and profitability.
Coach provides a framework for supervisors to build personalized agent training programs using quality and performance data from Harmony™ and other call center applications. The tool tracks specific agent performance issues across multiple KPIs, explains underlying root causes, provides a performance improvement plan, and addresses follow-up.
Coach provides a framework for supervisors to build personalized agent training programs using quality and performance data from Harmony™ and other call center applications.
Learn serves as a repository for e-learning and coaching content in the form of a library of files: audio, video, call snippets, documents, e-support transactions, and more. Content can include call segments captured from Harmony, or uploaded data from external systems. Voice and text comments can be provided for each course that is created. E-learning courses can be uploaded and tracked. This module also supports the creation, delivery and scoring of quizzes.
As part of the KnoahSoft Harmony™ workforce optimization software suite, Harmony's coach and learn application allows you to:
- Build personalized agent training programs using quality and performance data from the Harmony suite and other call center applications
- Easily create quizzes and tie them to courses
- Deliver quizzes in a random fashion (questions are selected at random from a pre-defined set)
- Offer agent or group level coaching
- Develop personal coaching plans for staff
- Ensure follow-up is done on time with alerts and reports