Introduction
Séntrel's development solutions include skills management, learning management, eLearning, virtual classrooms and content creation tools. Whatever your business or operational goals, cost to profit centre, achieving greater life time value from your customers, increased efficiency, agent retention, better quality . . . Séntrel's development solutions will give you the best chance of success by developing the most significant factor in delivering against your objectives - the skills and abilities of your people.
Think about it this way, the value of skills to a contact centre is unquestionable, driving virtually every key performance metric from Customer Satisfaction to Service Level, AHT to Sales. Yet, what is known about skills on an individual or organisational level, and how these are developed, is often left to chance rather than design. Although 5% of agent time is typically taken up with gaining skills through training, and the quality of customer service and revenue generation is completely dependant upon these, skills are very often not developed and managed effectively.
Solution overview
Séntrel - skills management - brings together contact centre assessment, development and deployment technologies and processes to align workforce skills and competencies with business objectives.
Séntrel - learning management (LMS) - allows training managers to deploy classroom, mentoring, eLearning and virtual class resources to close skill gaps as well as manage content and analyse results from assessments.
Séntrel - virtual class - allows tutor-agent interaction through videoconferencing to teach complex subjects without losing training time by having to move agents to and from classrooms.
eLearning creation applications - for the quick development of effective AICC and SCORM compliant multimedia training content for Séntrel - learning management and virtual class or any other LMS:
- Adobe Captivate - quickly build simulations of agents' desktop applications to train new users and speed the introduction of new systems and processes.
- Adobe Presenter - easy content creation by turning Microsoft PowerPoint presentations into engaging interactive training courses with assessments.
Learning training content - bespoke and ready made multimedia training to improve individual performance and achieve business goals from increased sales to improved customer service.