The value of e-learning and coaching solutions in agent performance
Adoption of e-learning and coaching solutions in the contact center is on the rise. Training tools are becoming more valuable to contact centers in improving agent performance and customer satisfaction. Vendors are providing better-integrated solutions with more coaching capabilities as part of their workforce optimization technologies (WOTs) suites. This is good news for enterprises because they can work with existing vendors, rather than looking for additional providers. Enterprises can reduce implementation time and link e-learning and coaching with quality monitoring (QM), workforce management (WFM) and performance management (PM).
Executive summary
In a nutshell
Ovum view
Market opportunity
Definitions for e-learning and coaching vary slightly by vendor
E-learning and coaching in the current contact center environment
The e-learning and coaching market is relatively small but growing steadily
Growing integration with e-learning and coaching into the WOTs stack
Contact centers need to retain control over training and are unlikely to fully automate solutions
E-learning tools are becoming more collaborative, allowing agents to rate training and share tips
Key selling points for e-learning and coaching
E-learning and coaching solutions help contact centers improve agent performance and reduce churn
Contact center managers gain value from training solutions when integrating them with WFM and PM
Integration with WFM ensures timely delivery of training
Enterprises can use PM and QM with learning systems to find and reduce skill gaps
E-learning and learning management systems are also useful for self-appraisal
E-learning reduces pressure on supervisors
Customer impact
Contact center agents have different training needs from the rest of the enterprise
Agents must answer calls as their first priority
Contact centers face high churn rates and new agents need more training
Agents need to be informed quickly about new product information or changes to services
Home agents and outsourced agents need access to information
Agents need a balance of face-to-face coaching and online learning
Advantages of online training over face-to-face coaching
Before deploying e-learning, contact centers have issues that need to be addressed
Training systems directly impact agent performance which, in turn, benefits customers
Enterprises can use training tools to improve contact center efficiency
Contact center supervisors and the overall enterprise profit from e-learning and coaching
Vendor landscape
Suite WOTs vendors are broadening their e-learning and coaching portfolios
Aspect
Autonomy
Envision
Genesys
Knowlagent
Merced Systems
NICE
Ulysses Learning
Verint
VPI
In a nutshell
Ovum view
Market opportunity
Definitions for e-learning and coaching vary slightly by vendor
E-learning and coaching in the current contact center environment
The e-learning and coaching market is relatively small but growing steadily
Growing integration with e-learning and coaching into the WOTs stack
Contact centers need to retain control over training and are unlikely to fully automate solutions
E-learning tools are becoming more collaborative, allowing agents to rate training and share tips
Key selling points for e-learning and coaching
E-learning and coaching solutions help contact centers improve agent performance and reduce churn
Contact center managers gain value from training solutions when integrating them with WFM and PM
Integration with WFM ensures timely delivery of training
Enterprises can use PM and QM with learning systems to find and reduce skill gaps
E-learning and learning management systems are also useful for self-appraisal
E-learning reduces pressure on supervisors
Customer impact
Contact center agents have different training needs from the rest of the enterprise
Agents must answer calls as their first priority
Contact centers face high churn rates and new agents need more training
Agents need to be informed quickly about new product information or changes to services
Home agents and outsourced agents need access to information
Agents need a balance of face-to-face coaching and online learning
Advantages of online training over face-to-face coaching
Before deploying e-learning, contact centers have issues that need to be addressed
Training systems directly impact agent performance which, in turn, benefits customers
Enterprises can use training tools to improve contact center efficiency
Contact center supervisors and the overall enterprise profit from e-learning and coaching
Vendor landscape
Suite WOTs vendors are broadening their e-learning and coaching portfolios
Aspect
Autonomy
Envision
Genesys
Knowlagent
Merced Systems
NICE
Ulysses Learning
Verint
VPI
LIST OF TABLES
Table 1: Global spending on WOTs in the contact center, 2008–14 ($ millions)
Table 2: The advantages of e-learning versus face-to-face coaching
Table 3: The leading e-learning and coaching vendors
Table 1: Global spending on WOTs in the contact center, 2008–14 ($ millions)
Table 2: The advantages of e-learning versus face-to-face coaching
Table 3: The leading e-learning and coaching vendors
LIST OF FIGURES
Figure 1: Global spending on e-learning and coaching in the contact center
Figure 2: E-learning has a positive impact on agent performance
Figure 1: Global spending on e-learning and coaching in the contact center
Figure 2: E-learning has a positive impact on agent performance
