Eloquent's products transfer knowledge over the Web using synchronized on-demand video, audio and graphics. For instance, Eloquent can film a live training session, incorporate any of the slides, hand-outs or video clips used during the presentation and format it into a session accessible over the Web. Kleinfeld, who says the motion picture industry, says this method of training sends content to thousands while decreasing expenses involved with presenting sessions to groups of dispersed agents. With computer-based training you can train thousands of people. For call centers, that is of interest because they have to struggle with high turnover and ways to bring agents up to speed.
Training takes place at the desktop, thus avoiding high travel expenses.
Agents are scheduled for training during down time or when there are sufficient agents available to handle calls. Rather than taking an entire group of 25 to 30 agents off the floor for training, staffing levels remain steady. Everyone learns the same thing in the same way. The Pitfalls Call centers are busy places. Call centers are noisy environments, full of distractions.