Lumenore, which develops and markets products focused on performance management designed specifically for B2C companies, today announced that Training Audit Plus (TAP), which enables organizations to advance the performance of employee training programs, has been selected as a finalist for the CCW Excellence Awards Best Training & Development Solution. Lumenore will be demonstrating Training Audit Plus and its suite of B2C performance management solutions in booth #623 at Customer Contact Week, currently taking place in Las Vegas, NV.
The CCW Excellence Awards honor, recognize and promote individuals and teams who have made a commitment to driving superior contact center and CX performance. The awards are dedicated to recognizing world-class thinking, creativity, and execution across the full spectrum of contact center functions.
Lumenore’s Training Audit Plus was recognized for its ability to enable remote monitoring/auditing of training programs using quantitative analysis of training programs, facilitators and trainees. The Lumenore platform tracks the operational performance of the trainees post-training for a 90-day period to evaluate positive and negative performance. Key features in Training Audit Plus include:
• Daily audit reports via interactive dashboards within 24 hours of training segment completion
• Audit results presented in a web-based interactive dashboard with video timestamps for easy access to curriculum misses and highlighted observations
• Voice analytics combined with expert human analysis to deliver the highest level of accuracy audits
• Daily reports of deviations for each class being audited for corrective action as needed
• Remote, high definition, omnidirectional cameras, remote start, no lapel microphones, non-intrusive to the classroom setting
“Lumenore is focused on unlocking the important business value contained in an email, discussion threads and documents, as most valuable customer interactions, are via calls, chat and social media,” said Donald Farmer, Principal of TreeHive Strategy and globally recognized as a visionary product leader, sought after speaker and author. “Lumenore enables organizations to automate key insights that are common across businesses, enabling intelligent responses to customers driven by analytics, not intuition. They achieve this with a remarkable integration of classic business intelligence features such as visualization, along with natural language and automation.”
Added Lumenore co-founder and CEO Anurag Shrivastava, “We enable organizations to measure the ROI of employee training programs with a scalable, cost-effective solution to enable and improve customer interaction insights, operational performance, quality and compliance, all while enhancing workforce performance,” Shrivastava said. “Lumenore utilizes a common data set to feed its powerful platform to visualize, analyze, actionize, as well as monetize business operations.”
Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series. With the balance of conference and expo, CCW is the place where customer care, CX, and contact center leaders come together. In 2018 we introduced our new look as Customer Contact Week. CCW is brought to you by the Customer Management Practice – the Analyst, Advisor, and Industry Network for all things Customer Management.
Lumenore is a suite of advanced products focused on performance management designed specifically for B2C companies. Lumenore enables and improves customer interaction insights, operational performance, quality & compliance and workforce performance enhancement. Lumenore utilizes a common dataset to feed its powerful platform to visualize, analyze, actionize, as well as monetize business operations. To learn more, please visit www.lumenore.com or call 866-580-3400.