Skills & Performance Improvement

Using Skills Manager

Workforce Visibility.


	Analyse Agent Skills with Performance Results. Look for trends and identify key Skills that affect Performance. Select Agents who lack these Skills for Training and improve their Performance.


	Use Assessment Results and/or WFM Activities to identify Agents who require Training.


	Agents are grouped together in groups of similar ability for classroom training & assigned self learning or one-to-one coaching courses


	Integration between Skills Manager & Workforce Management allows training plans to be automatically generated in WFM


	Visually track the Training Progress for each course, team and locations. Quickly identify delayed Training Events.


	Attendance Register and LMS integration provides Customer with up-to-date Training Activity and the ability to identify Mop-Ups.


	Enable the Agents, Trainers, Managers and Local Resources to view where and when Training is scheduled.

The Training Needs Analysis identified during assessment and analysis allows Skills Manager to generate personal development plans for each member of staff. These are used by training teams to deliver highly effective, focused training plans.

Skills Manager integration can allow staff to instantly and seamlessly link from their personal development plan in Skills Manager to external LMS content or knowledge base information linked to their specific skills gaps. Additional integration enables Skills Manager to;

Automatically create organisational wide training plans in Workforce Management systems based on Training Needs Analysis results.
Identify the skills, knowledge and behaviours affecting sales, service or other performance - then use this information to administer training plans across the organisation to improve the skills identified.