More and more people are turning to forms of communication other than phone calls. In response to this evolution, contact centers should turn the focus to training contact center agents to handle digital-first customers reaching out on platforms such as social media, chatbots, and text messages. But where to start?
It’s important to identify and address training pain points to avoid agent attrition, disconnect, and lack of progress or motivation. In an increasingly digital-centric contact center environment, it’s crucial to create a foundation for agents to launch from, and to enhance their skill sets so they can solve complex problems autonomously.
Download the New Agent Training Tips sheet to gain critical insight into equipping agents with the contact center tools and knowledge they need for the new digital frontier, including how to:
- Enhance soft skills and learn to break down complex interactions
- Implement everboarding and perpetual training
- Increase onboarding effectiveness with digital technology
- Provide real-time coaching to agents
- Supply agents and leadership with advanced metrics and analytics
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The Ultimate CX Agent Guide: Hiring, training, onboarding, and measuring agents in a digital-first world
Are your agents ready to manage voice and digital interactions in a digital-first omnichannel environment? Your customers using digital technology in daily life expect call centre agents to be as digitally fluent as they are—and they want fast resolution through any channel. Agent roles expanded after digital transformation. They don’t just handle break-fix support calls anymore.
The contact center leader's guide to gamification
Empowering Contact Center Agents in Customer Experience (Webinar)
Are your agents empowered to deliver outstanding service, or are they forced to navigate disjointed tools, and bound by policies or KPIs that ultimately result in frustrated customers? Agent empowerment is a critical component of the effortless customer experience, yet according to ICMI research, 74% of contact centers admit they prevent their agents from providing the best service possible. How can we change this? Join us for an eye-opening discussion that will arm you with practical advice you can use to make positive changes in your contact center.