Optimise – harness employee’s skills to drive improved performance
Delivering the goal of investment in skills training
For businesses, the goal of investment in training and skills is improved performance. With Silver Lining, you can be certain you will deliver that.
Whether in the contact centre, the back office or on the shop floor, Silver Lining gives you an unprecedented understanding of exactly what skills your people have - so you have a renewed ability to match tasks and roles to those who have the right skills.
Whether in the contact centre, the back office or on the shop floor, Silver Lining gives you an unprecedented understanding of exactly what skills your people have - so you have a renewed ability to match tasks and roles to those who have the right skills.
How it works
Silver Lining's Skills DNA database provides a comprehensive record of the skills of every member of staff. Optimisation comes from linking that with operational tools, such as:
Of course, Silver Lining also helps optimise the use of your training budget, by focusing on training that delivers the most valuable results for your business.
The results are more effective people, better functioning teams, more effective growth strategies - and enhanced organisational performance.
- Call routing solutions in the contact centre - providing an incredibly accurate foundation for true skills-based routing
- Workforce management systems - so you can make sure that in scheduling shifts you've got the right blend of skills in the team every time
- Planning - helping you identify potential skills gaps early - and taking action to plug them
- Complaint handling - turn customer dissatisfaction around faster by making sure the best qualified member of the team takes the issue forward
Of course, Silver Lining also helps optimise the use of your training budget, by focusing on training that delivers the most valuable results for your business.
The results are more effective people, better functioning teams, more effective growth strategies - and enhanced organisational performance.
Analyse - generate unprecedented insight into what skills each member of staff or each team has, and what skills drive improved performance.
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Evaluate - use Silver Lining to understand the existing skill levels of each member of your team quickly, consistently and efficiently.
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Plan - through integration into Workforce Management systems build training plans focused on key organisational or departmental outcomes.
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Manage - actively monitor outcomes of training, and give staff the tools they need to manage their own development.
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Connect - link your new understanding of your people into every system and aspect of your operations - driving performance improvement.
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"The Skills Route product supports a large Genesys VCC infrastructure across multiple sites. It gives us the functionality to flex our skills base to meet on the day challenges with the peace of mind that the skills base will revert back to plan the following day. This allows us to concentrate on focusing on other aspects of operational support, whilst ensuring senior management have the confidence and knowledge that the agents will be delivered the right call, to the right skill at the right time.
The Skill Route product also allows a controlled and secure environment for our planning team to manage skill allocation and maintenance into a Genesys VCC environment. Whilst the Bulk Upload functionality also allows us to manage large volume of new additions with a significantly reduced administration time, whilst also removing the concern for human error."
Christian ArmstrongThe Skill Route product also allows a controlled and secure environment for our planning team to manage skill allocation and maintenance into a Genesys VCC environment. Whilst the Bulk Upload functionality also allows us to manage large volume of new additions with a significantly reduced administration time, whilst also removing the concern for human error."
Telephony Transformational Change Manager
O2
