Contact Center On-Demand Platform and Technology Security and Compliance Services FAQs

FAQs

E-Learning

Does Echopass provide e-Learning?

Yes. Echopass delivers e-Learning capabilities through integration with Impact 360, an analytics product of Echopass partner, Verint.

Impact 360 enables agents to take courses from their portal view.

These courses can include simulation exercises, best practice call samples, soft skills development, certification development, quiz exercises, etc.

Does Echopass provide e-Learning with the capability to include audio, video, call recordings and transcripts?

Yes. Echopass supports importing MP3, raw, aif, wav, and au files for inclusion as audio learning clips, and Adobe Flash SWF files for inclusion as video learning clips.

Course developers can also directly record audio into Content Producer slides.

Can Echopass provided e-Learning be delivered to work at home agents?

Yes. Presentation of e-Learning is the same for home based agents and those who work in a brick-and-mortar facility.

Does Echopass provided e-Learning include reporting capabilities?

Yes. Echopass e-Learning includes reports that summarize students' achievements with respect to lesson assignments and competency rankings.

Supervisors or trainers who have been assigned the appropriate privileges, can set report parameters, and then schedule and run e-Learning reports. Once a report has been run, it can be saved, printed, and viewed in HTML, Adobe Acrobat PDF, or Microsoft Excel file formats.