Learning is a never-ending process. To provide a satisfactory customer experience, it is essential for every contact center to train and educate its agents. Agent performance is a crucial factor in evaluating the customer experience. Training an agent can help to identify the opportunities for performance improvement.

From analyzing the customer’s problem to suggesting the best fit solution, an agent needs to be proficient in multiple skills. To keep all the agent’s skills at par, having a training module within the quality monitoring software is an added advantage. It aids to have integrated software for each of the contact needs like evaluating the voice processes, identifying KPIs, valuable reports, and training agents for enhancement. With technology enhancements, agents can be given online training with the same on-floor training experience.

To make the best out of it, the training module embedded with the quality monitoring software needs to be scalable and fully customizable. It should be extremely user-friendly where the agents map the training with their assessments. Also, it is essential to track agents’ performance before and after the training for high management to analyze the effectiveness of training. These training modules are going to be a value addition for the contact center to provide better CX and achieve desired targets.

Here are a few advantages of having a training module in quality monitoring software:

1. Agent-centric training: The parameters where the agents need to be trained can be identified first before assigning the training. Instead of assigning group training, each agent can be assigned specific training based on their needs.
2. Track the training: Track the training status from the start of the assignment to completion in real-time. It reduces the supervisor’s effort to manually check the progress on training and tracking.
3. Receive Feedbacks: On completion of the training, the agent’s feedback can also be provided. This makes the process transparent and helps in improving the training program.
4. Cost-Efficient: Rather than investing in multiple third-party solutions, everything can be catered to with one platform. This saves time and effort as well.
5. Decisive Reports: The training effectiveness reports help in predicting the agents and contact center’s performance. Within a few clicks, the management can determine the real-time scenario and make suitable decisions.

Integrating a training module with a quality monitoring tool helps in the race to the best customer experience. An all-in-one QA tool package like QEval is an ideal platform. Further, QEval also supports Mlevel integration and training for soft skills to assign training to agents. Additionally, the tool also provides the ability to customize training modules according to the business’ requirements.