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Scheduling call center agents is a daunting proposition under the most ordinary of circumstances.
When the need for training is thrown into the mix, it can be a manager s nightmare. Computer-based training can take some of the sting out of agent training with features that allow managers to target individual skill gaps, push training that agents can access during incidental downtime, eliminate the need for visiting trainers and increase training quality with personalized goals and lessons. Some programs integrate training into the quality monitoring chain, scoring agents automatically or allowing supervisors to do so, then flagging areas in which the agent needs improvement. Computer-based training can eliminate the need to schedule agent time away from workstations. Some programs even integrate with automatic call distributors, letting managers decide the threshold for call volume that frees agents to train.