Explain is a methodology and a tool.
The Explain methodology consists of using data based on actual behavior and performance to identify the most valuable actions and skills to train and develop.
The Explain tool allows you to work with the methodology in real life, and use it as a way to continuously train and develop employees working with the telephone as one of their primary working tools, as well as monitoring performance, setting performance and development goals and targets, and much more. Once you are feeding data into the system (this can be done by either a coach, the agents themselves or one of our consultants - see more about this in a later section), the Explain tool suggests which actions ("criteria") you should be focusing on training wise, in which order, what you need to train on group level, what you need to train at an individual level and more.
The first brick stones were laid in 2012, and since then, a number of companies have gained deep insight in specific connections between behavior and performance through intensive pilot projects, while other companies have used it as an everyday tool to identify, monitor and track improvement points among agents and sales teams.
The Action Matrix tells you how you should train your group or individual sales reps. The tool sorts all criteria, you are able to work, and presents them in the order you should follow in order to get most value out of the training resources you invest.
Once you have logged test results and fed the system with performance data, the Performance Simulator can be used to calculate the effect of improvements to your team through training.