Stream used SumTotal for its learning system, eMpowerNet. It is a learning management system (LMS) that was designed to provide effective agent training beyond anything the company had done before. Now, if an agent has a difficult time with a specific concept, the quality control group can identify that skill gap immediately and send a 15-minute lesson on that concept directly to the agent's desktop. "We can get to a very focused level, which adds a lot of value to our employees while saving them from going through more work than is necessary," said Jar' Buckley-Cox, Chief Education and Quality Officer. Read Complete Article Here |
