LONDON— Hilton Reservations Worldwide has selected Quality Plus Consulting, a distributor of performance management, workforce management and e-learning solutions, as its UK e-learning system provider, utilizing its Knowlagent solution. Unlike any other e-Learning system, Knowlagent’s platform integrates with every major ACD, Workforce Management and Quality Monitoring system. The solution delivers training automatically to the agent’s desktop, during periods of low call activity so as not to affect service levels at the contact center. Rob Smale, Director of Professional Services at Quality Plus, explained that his team are currently working closely with Hilton Reservations Worldwide to determine not only how the system will look and feel when it is launched, but also ensuring that its multimedia technology provides users with a dynamic, fun approach to training. With the new solution, Hilton will be able to: track agent training, tailor individual training and development plans, make better use of quiet periods, design and implement new packages in-house at anytime.
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