Building the Business Case for e-Learning in the Contact Center - Market Insight

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This Market Insight discusses the business case for e-Learning applications in the Contact Center. It also includes an overview of the vendor marketplace and profiles of some leading vendors.

Table of Contents

Building the Business Case for e-Learning in the Contact Center - Market Insight, Building the Business Case for e-Learning in the Contact Center - A Market InsightOverview and DefinitionsIntroductions and DefinitionsAlignment of People Processes and TechnologyIntegration with Call Recording and Quality MonitoringAccelerating Agent Performance - “On Demand”Higher Satisfaction Levels for Agents and Managers Improving the Customer ExperienceCost Reduction and Enhanced ProfitabilityMarket Challenges and Barriers to AdoptionEnterprise-wide Application and Best PracticesCompetitive Positioninge-Learning Core ElementsIn SummaryVendor Profiles




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