+44 (0)845 130 4222
+44 (0)845 130 4222
info@silverliningsolutions.co.uk

Business Solutions...
...for Contact Centres and Resource Planners

Use Silver Lining's solutions to address the challenges today's contact centres are facing.

Your Challenges – how can you?

  • Serve customers in a multi-channel and more informed world
  • Improve staff skills, knowledge and performance without increasing operational costs
  • Focus your training budget to give the highest and quickest ROI
  • Reduce staff churn and optimise agent skills and knowledge
  • Improve how you plan, manage and schedule training in your Workforce Management system

Our Solutions

Optimise Skills-Based Routing

Connect our skills database to your ACD so customer interactions are routed to an agent with the right skills, first time, every time.

Utilise your existing data

Connect your performance data to our skills database to identify which skills drive performance. You discover which skills are the most valuable to your organisation - then focus training on building those skills to optimize your reources and improve performance.

Target training

Our skills management tools will pinpoint each person's individual skill levels, skill gaps and training needs – so you stop wasting time and money on blanket training.

Optimise your Workforce Management system*

Connect Silver Lining to your Workforce Management system to plan, manage and schedule customised training plans. This takes into account agent, trainer and training room availability and service level impact. (*We currently support Genesys and NICE/IEX Workforce Management system integration).

Reduce Churn

Silver Lining helps you provide the right training at the right time so you deliver the training your staff need for their career development. Training roadmaps can be made visible to improve motivation and retention.

Prove and improve ROI

Silver Lining makes the link between skills and performance absolutely transparent, so you can see and prove what impact training is having on the bottom line, make real-time adjustments if it is not having the required effect and prove its ROI.

To find out more call us on +44 (0)845 130 4222
or email info@silverliningsolutions.co.uk

Using Silver Lining you will:

  • Understand which skills drive performance
  • Identify skill gaps faster
  • Build and manage targeted learning and development plans for each individual
  • Reduce training administration
  • Automate the manual process of scheduling and managing training in WFM
  • Optimise multi-skills based routing
  • Improve retention

Want to know more?

Find out how Silver Lining can help your organisation. Contact us.

Optimise
Improve business performance with the ability to match tasks and roles to those who have the right skills. Find out how here.

Evaluate
Build a comprehensive ongoing skills picture of every individual and get a baseline to understand your organisation's overall skills challenge. Find out how here.

Connect
Understand your organisation's skills giving you a significant business asset then connect with enterprise applications and legacy systems to maximise the value. Find out how here.