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Article : The Importance Of Training

With the contact center becoming essential to an organization's goals for customer care and retention, the key to maximizing the contact center's business performance is to maximize agent performance and quality of service. This is evidenced by the fact that many contact centers today rate their top quality objective as: improving agent quality of service to maintain and grow the business through continually improving performance.

Agent performance relies, in part, on a contact center's ability to go beyond introductory training, and provide on-going targeted coaching. A contact center will invest several weeks of training in an agent as they join the team, but necessarily on an ongoing basis. To make sure that critical information on best practices or new campaigns is always accessible, and tailoring such information to the specific skill-set of an individual agent is critical to growing the business through continually improving performance.

The Challenges Of Training
Contact centers need to be able to go beyond introductory training and provide immediate feedback on an on-going basis that is specific to the individual needs of each agent. And this approach is, in effect, agent coaching. Supervisors, however, don't always have the time to provide such coaching to their agents. With a calendar full of day-to-day tasks they don't have the resources to provide immediate and ongoing feedback. Nor do they always have the requisite inputs to provide focused feedback that is tailored to a specific agent's skill set, making this impractical and cost-prohibitive.

The Advancement Of E-learning Solutions
The key to answering these challenges is an agent coaching solution that is fully integrated with a customer interactions capture and analysis solution. This type of solution provides the ability to create personalized coaching packages and push them to agent's desktop. Agents can then independently review the coaching package, let their supervisors know that they have reviewed, send back comments, and re-visit the information whenever needed. They can also send comments or questions to a supervisor, or request a face-to-face training or coaching session through the system.

With an integrated coaching solution supervisors don't need to wait until the entire team's schedules coincide to provide face-to-face meetings, nor do they have to repeat group sessions on a one-to-one basis. Agents can receive feedback and tips on their performance while the information is still relevant, making the coaching much more effective.

This kind of approach maintains a constant flow of information and on-going, open dialogue between supervisor and agent.

Packages are created quickly and easily enabling immediate feedback on an on-going basis and which is relevant to the individual agent. Full integration means that packages can include input from a variety of sources, such as recorded calls, evaluations, customer feedback on interactions, off-line files with information on new campaigns and procedures, or anything else agents need to be kept up-to-date.

The package can include, for example, feedback from the Clip Creator, which turns any portion of an interaction into a short clip with a supervisor's voice annotation which exports easily. This is an efficient, on-line way of communicating best practices and sharing tips with an agent who is finding difficulty in handling irate customers, for example.

Avoiding Common Training Mistakes
The most common mistake is underestimating the need to provide information and feedback on an on-going basis, not just during recruitment – translating into the need for effective coaching. Another mistake is to overlook training and coaching as a key management tool to help engage and empower agents, as well as reduce attrition. The goal should be to maximize the agent's potential by reinforcing positive choices and behaviors and improving upon those that are less successful. The opportunity to leverage focused skills assessment should be used for development vs. disciplinary purposes.

Once a supervisor identifies specific observable agent behaviors that drive customer satisfaction, it is critical to engage the agent for proactive performance improvement. A positively-driven coaching approach will result in motivated agents who will seek out every opportunity to improve their skills set and reach their maximum potential.

Agents can evaluate their own calls and sign-off on evaluations electronically. Often, when agents listen to their calls, they identify the success factors or pitfalls of the interaction on their own. And correlating quality scores to specific calls proves to be a very powerful means for agents to understand and improve performance without the need for supervisor intervention.

The Power Of Integrated Agent Coaching
In the past coaching was an off-line, one-way dialogue. Behaviors that required improvement were treated slowly, delaying potential customer satisfaction. Good evaluations often didn't reach the agents, prolonging the lack of reinforcement. But now, an integrated Agent Coaching solution provides on-line, near real-time, two-way communication. This empowers agents to respond with questions or request assistance, and be able to calibrate behaviors for improved customer satisfaction.

And once an agent is engaged and empowered the risk of losing that employee is minimized while performance and quality of service is maximized.


About NICE Systems:
Company LogoNICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
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Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Thursday, August 4, 2005

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2024 Buyers Guide Artificial Intelligence

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
eGain Corporation

eGain Knowledge+AI
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.

4.) 
Happitu

Happitu Vision
Happitu is an affordable speech analytics and scripting platform that acts as your service team's personal coach—giving them the process, resources, and insights to deliver the perfect customer experience over the phone. It analyzes 100% of your interactions and highlights what your customers actually experience.

5.) 
LivePerson

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

6.) 
MFE International

Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times

7.) 
Vads

VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.

VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.


Benefits :
- Reducing operational workload
- Increase customer engagement and customer experience
- Save on operating costs
- Provide insight into the customer

8.) 
Summatti

Analysis that empowers your business
Get actionable insights from all your customer interactions

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its AI based bots helps organizations in manpower optimization & elevating the customer experience . With NLP & NLU (natural language processing & understanding), our bots can do intent mapping & take the customer service to new heights. If need be the conversation with virtual agent can be transferred to a human agent for omni-channel customer experience.

10.) 
Teneo AI

Openquestion
OpenQuestion revolutionizes customer experience and operational efficiency by automating first response when customers call your contact center. Designed for platform independence, connect to existing technology infrastructure no matter how your call center tech stack is designed. Utilizing advanced AI techniques, a patented Teneo Linguistic Modeling Language (TLML), and integrated conversational context to evaluate and understand what customers need, evaluate sentences, recognize word patterns, and clearly identify caller needs.

This functionality interprets caller intent and swiftly routes customer calls to the most suitable agent, providing details of the request before the agent picks up. Additionally, automation can be added to handle customer queries without human intervention.

11.) 
virtualQ

virtualQ’s AI-based, enterprise solutions
virtualQ GmbH designs and develops enterprise software that enables companies to control incoming calls to its service centers 24/7 without waiting times. We offer an intuitive virtual assistant platform that reduces waiting times on the phone, provides information to callers, answers recurring customer inquiries, collect customer satisfaction surveys, and display a data dashboard to track performance. We employ artificial intelligence to provide intelligent call-backs, appointments, FAQ bots, voice IVR, virtual assistants, high call volume management, and more! All of our products and services are quick add-on solutions for companies who want to take advantage of AI.
 

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