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Identify individual training needs for each agent – without management burnout - Netcall - ContactCenterWorld.com Blog

Identify individual training needs for each agent – without management burnout

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

Source: http://www.netcall.com/blog/individual-training-for-every-agent

Publish Date: November 28, 2016 5:00 AM


2020 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)
PH: 1+480-435-9390

2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 



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