Identify individual training needs for each agent – without management burnout - Netcall - ContactCenterWorld.com Blog
You have a whole team of agents to manage as well as many other demands on your time. Making sure that every individual gets the most appropriate training on every process is tricky.
Our new Agent Guidance is a useful tool for both agents and Quality Management.
1. Agents gain a dynamic step-by-step dialogue and process guide for each specific task. No matter how complex the process, the guide provides them what they need as they need it during a transaction. This can significantly cut down their initial training time.
Your agents know they will get information at each step just as they need it, so they relax. They feel confident and driven to multi-task and offer every customer 100% of their attention. System frustration decreases and team morale increases.
2. Quality management gains deep insight into where processes cause agents to stumble. When you are able to see their step-by-step progress, you understand exactly when things go wrong. The detailed reporting shows you exactly where agents have a training need. The Quality Manager is able to focus on any particular call and screen recordings that relate to difficult areas.
You are able to personalise your training plans and give specific coaching to each agent or identify where the whole team needs an update.
Individual training just as it is needed
When you support your agents by using specific step-by-step guides, you free them to deliver exceptional customer service. At the same time, you gain detailed visibility of each step and are able to direct quality improvement. You improve agent morale and reduce agent attrition. Matching each agent's exact training needs means they feel heard and valued.
All of this enhances your customer's journey too! Seems a good idea, doesn’t it?
Discover more about our Agent Guidance tool and how it can:
- Help agents deliver a warm personalised quality experience… every time
- Uncover hidden processes in your call flows
Publish Date: November 28, 2016 5:00 AM
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