Web-based application that uses online tests and observational feedback to assess, analyse & improve agent skill levels. Automatically generates personal development plans for agents based on their specific training needs. Solution can be extended outside the contact centre into offices, offshore suppliers, branches, remote workers etc. Improves agent performance. Through integration Skills Manager maximises your investment & ROI from legacy contact centre systems.

Skills Manager from Silver Lining Solutions is a skills management solution for contact centres. It uses a combination of online tests, self assessment and observational feedback to assess the level of agent skills across the contact centre. Agent skill levels are stored in a central skills database - this is used to identify individual and organisational wide skills gaps, administer personalised development plans through Workforce Management systems, and prove each agent has the skills required for their role within the contact centre.

Skills Manager can also be integrated into ACD platforms - such as Genesys CIM - providing dynamic Skills Based Routing across the contact centre. Dynamic Skills Based Routing allows agent skills data (such as skill levels and skill types) to be automatically updated as agent skills are verified by Skills Manager. This significantly reduces the cost, time and resources needed to manually update agent skills information - and when combined with the in depth skills analysis provided by Skills Manager allows contact centres to implement new optimised Skills Based Routing solutions.