The application INSPIRATIONneo is a solution which is installed on already existing voicerecording systems. INSPIRATIONneo is structured in modules and can be used in differentfields of workforce optimization (WFO). One of these fields is the quality management in callcenters. Recorded calls are used there to verify the agent communication and evaluate it. The recorded calls and optionally the screen content can be evaluated on the basis of individually created templates. These evaluations are the basis for informative result reports. The insightsand findings help revealing and tapping potential for improvement. Comprehensive e-learning functions allow creating and assigning relevant trainings to eliminate the identified deficits of therespective employee. INSPIRATIONneo offers flexible and individual possibilities of access control. This ensures thatthe trainers, the superiors (e. g. supervisors) as well as the agents themselves can analyze thecalls. This maximizes the learning effect.
The agents module offers an overview of the agents, their sessions, evaluations, and current conversations.
In the audio analysis module, you are able to identify audio sessions which meet certain criteria by means of different speech analysis technologies and subsequently analyze them in a target oriented way. That way, you can obtain valuable information from previously unstructured data.
In the e-learning module, users can train their skills with provided learning contents.
The quality management module allows users to administrate evaluations, carry out calibrations,and define quality alarms.
The Sessions module offers users the possibility to search recorded sessions, filter them according to different criteria thus to reduce the total number to a manageable amount, and subsequently replay, analyze and evaluate them. Sessions are conversations with screen recording, mere screen recordings (work item), conversations with video recording (video call), SMS/ SDS (text messages), chats or mere call recordings.
In the Templates module, you can create templates adjusted to your individual requirements to be used in different cases of application and administrate already existing templates.
The template generator allows you to create the following templates in different modules:
- Evaluation Templates
- Training Package Templates
- Quiz Templates
- Training packages for sessions
These templates enable you to evaluate sessions and agents for instance or to compile a trainingpackage or a quiz. Depending on the module you are currently using, the template generatoroffers different elements to design the layout of the template.
INSPIRATIONneo supports a predefined user right scenario (default role Agent ) which has been customized to the tasks of agents. After logging in to INSPIRATIONneo agents have exactly those modules and functions at their disposal which they need for their job. As an agent, you have access to the following modules:
You can search for sessions, replay and evaluate them.
- Quality Management module
You can display and manage evaluations you have received.
You can access provided trainings and quiz tests.
In addition, agents with coaching advisor rights have the possibility to display and administrate coaching advisor sessions and training sessions.