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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


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



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