Overview – The Silver Lining Difference

Silver Lining enables organisations to match the right people to the right jobs and tasks every time - harnessing every employee’s skills more effectively, every day. Smart organisations know that their people are the key to improving the customer experience, increasing shareholder value and maintaining competitive advantage.

However, they also know that traditional approaches to training and performance management are not delivering the outcomes they seek: return on investment in learning and development is often unclear, and trainee satisfaction doesn't necessarily translate into improved performance.

With Silver Lining, those obstacles are removed. That's because Silver Lining takes a unique approach to understanding the skills you have and the skills you need - building a powerful Skills DNA database that provides the foundation for sustained improvements in the way you identify and develop the skills of your people.

What's more, because it can connect seamlessly with other enterprise applications and legacy systems, it enables you to use the skills of every member of staff more effectively in an operational setting, from the contact centre to the back-office to the shop floor.

Silver Lining enables organisations to:

• Connect inter-departmental operations, strategic planning and legacy systems - leveraging value through better quality management intelligence
• Improve performance at an individual, departmental and enterprise level, fuelled by more agile and effective utilisation of human capital
• Optimise the performance of every individual - by knowing what skills your people really have and what skills they need to perform their role more effectively

Analyse - generate unprecedented insight into what skills each member of staff or each team has, and what skills drive improved performance.

Evaluate - use Silver Lining to understand the existing skill levels of each member of your team quickly, consistently and efficiently.

Plan - through integration into Workforce Management systems build training plans focused on key organisational or departmental outcomes.

Manage - actively monitor outcomes of training, and give staff the tools they need to manage their own development.

Optimise - ensure the right employees take on the right tasks at the right time, making best use of their skills.

Connect - link your new understanding of your people into every system and aspect of your operations - driving performance improvement.

Read our White Paper
"Servicing the Savvy Generation"

"The implementation of Silver Lining's products and support has assisted us to build a skill management tool adaptable to the ever changing Customer Service support infrastructure used within O2."