Agent Development

Your agents account for a significant part of the contact center budget, and when their performance is enhanced, so is the bottom line. That's why IEX Corporation, a subsidiary of NICE Systems Ltd., has partnered with Keynomics LLC. The joint Talk,Type, Listen™ solution brings you a proven training program that delivers permanent, measurable improvements in contact center productivity, quality and ergonomics.

By using the Talk,Type, Listen system, your contact center can quantify and measurably improve agents' keyboarding skills -- a critical core competency that profoundly impacts costs. With this system you can improve your bottom line by at least 20 percent.

How the Talk,Type, Listen Solution Works
The Talk, Type, Listen solution is delivered over the Web. It can be deployed to hundreds and even thousands of employees simultaneously. There is no need to install any software. All that's required is a workstation with Internet access.

With Talk, Type, Listen, your agents can focus on your customers, instead of searching for the correct key on their keyboard or taking notes on a sheet of paper for data entry after a call is over. They can converse naturally while navigating their systems and more accurately keying in a larger volume of critical information. In addition, they learn ergonomic methods that reduce fatigue, decreasing the risk of repetitive stress injuries that sometimes result in Workers Compensation claims.

Establish Benchmarks and See Measurable Improvements
An initial benchmark of the skill level for every agent user in the contact center is captured in the product. As agents progress through training, their strengths and weaknesses are continually assessed to ensure accuracy doesn't decline as speed increases or vice versa. The Talk,Type, Listen program is specifically designed to ensure that speed and accuracy increase at the same rate, helping agents achieve and consistently maintain typing proficiency goals.

During this process, managers receive ongoing progress reports. These reports enable you to easily track and quantify the improvement of each agent's skills. If an agent skips several training sessions, the system automatically forwards an alert to the agent and the appropriate supervisor.

Permanently Change Agent Behavior
Unlike simple typing programs, the Talk, Type, Listen methodology creates permanent changes in agent behavior while making a measurable impact. With Keynomics, you can expect to see improvement in several areas:

• Speed - 10 to 30 percent increase
• Accuracy - 50 to 90 percent increase
• Productivity - 5 to 20 percent increase
• Average Handle Time - 5 to 20 percent decrease

Improve Agent Comfort and Ergonomics
The Talk,Type, Listen system helps your agents work more safely and comfortably at their computers while reducing fatigue and errors. Your investment in this type of training for your agents can do more than enhance their productivity -- it can be a powerful motivator and tangible signal that you value and appreciate your staff.

Test and Train New Hires
Attrition is a fact of life in contact centers. Taking the time to train new employees can be a drain on your resources. Using the Talk, Type, Listen solution, you can test and train new hires easily, help them get up to speed quickly and reduce the cost and disruption associated with training session attendance.

Proven Results
The ability to measure performance improvements validates your investment in your people and the Talk, Type, Listen system. The system has helped clients realize between 80 and 120 percent combined speed and accuracy improvements. And those improvements translate into real production gains, helping your company realize a significant return on investment.

The system continuously tracks the progress of all its participants to supply measurable performance improvements with comprehensive Return on Investment (ROI) Reports to clients. These reports allow you to observe improvements in real time, examine trends in training, forecast gains based on progress and verify performance improvements at the end of training. The ROI Report forecasts potential gains while participants are in the midst of training, and approximates your company's savings based on final performance improvements.

Benefits:

• Increase keyboarding accuracy and decrease average handle time
• Improve call quality while realizing productivity gains
• Decrease wrap-up time and use of note pads
• Increase employee comfort and morale while reducing new hire costs