New Virtual Class and Learning Management functionality provide new ways to create, disseminate and confirm understanding of training to reduce costs and increase effectiveness of development activities
LONDON, UK (31ST OCTOBER 2008): QPC today announced that its Séntrel™ Total Capability Management™ system won the sought after Best Product prize at this year’s CCF European Contact Centre awards. Over 1200 executives from the customer service industry, gathered together from across Europe for the prestigious gala dinner, saw QPC beat off fierce competition from 5 other product vendors to take the coveted award.
The QPC Séntrel Total Capability Management (TCM) platform, Virtual Class and Learning Management System (LMS) modules have been extensively updated to provide Agile Training™, creating more ways to train agents quickly and effectively. Based on Adobe® technology the Séntrel LMS is SCORM and AICC compliant, and with its ‘3 clicks and done’ execution, a course, or even a curriculum, can be deployed to 10s, 100s or even 1000s of agents in minutes. Training managers can also check progress of students who can enrol and complete rich multimedia courses with a simple web browser.
Using the Adobe® Flash® web browser plug-in, Séntrel’s Virtual Class module enables training to take place remotely with a real tutor using state-of-the-art video conferencing with VOIP. The integration of Adobe Acrobat Connect Pro, Adobe Captivate and Adobe Presenter means that tutors can also share their multimedia presentations, desktops and even take control of students’ computers to complete one-to-one coaching. Furthermore, using the test facilities built into Virtual Class and the LMS, training managers can check to see how effective their training has been and even ensure understanding for compliance purposes.
The updated Séntrel TCM platform also has functionality and integrations created specifically to meet the needs of the contact centre and the systems found there. These enable:
- Enhanced resource planning and skills based routing through better management of skills and automated updating of agent-skill profiles.
- Optimised scheduling of eLearning and other training and development interventions using workforce management systems.
- Better targeting of agent development resources through Quality Monitoring contact handling guidelines and Performance Management scorecards aligned to skills and competency frameworks.
Speaking about the significance of the award, and the rapid market progress of the Séntrel system, Phil Smith, CEO of QPC says, “We are absolutely delighted with the award which recognises the innovation and strength of the new Séntrel system. With formidable global Educational Services organisations such as Edexcel and Pitman already using the platform on a world wide basis, and the new functionality that has helped us win the award, the Séntrel platform is making great strides.”
“We are really pleased to see a key partner win such a prestigious prize,” added Debbie Jones, Marketing Manager, Acrobat and eLearning, Adobe. “By harnessing the multi-media capabilities and extreme reach of Adobe’s elearning technologies QPC have created a premium product that enables training managers to quickly design and rapidly deliver high quality and engaging programmes.”
QPC helps the world's leading companies like Carphone Warehouse, Barclaycard and Capgemini to improve their business performance by enabling their customer service operations to surpass their operational and strategic goals.
Our MI, integration and capability management systems combined with education and consulting services have a substantial track record of reducing costs, increasing revenues and improving both customer and employee retention within contact centre and other service environments.
For more information, visit www.qpc.com
About Adobe Systems Incorporated
Adobe revolutionises how the world engages with ideas and information – anytime, anywhere and through any medium.
For more information, visit www.adobe.com.
For Additional Information:
Catherine Ingram, QPC Marketing
Direct Line: +44 (0) 1352 705822
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