Call Center Training

Meaningful Agent Training For Meaningful Customer Experiences

How important is agent experience when delivering exceptional customer experience? Eighty-six percent of CX executives believe it is the #1 factor. When it comes to customer satisfaction, agent satisfaction is the key. In the live Virtual Conference webcast, Lauren Comer from NICE InContact walks us through a comprehensive worksheet to help us better understand how to conduct meaningful agent training for more meaningful customer experiences.

It’s simple: satisfied and engaged agents are more likely to stay in their jobs and to have a positive impact on the overall customer experience. But how do we make sure we keep our employees satisfied and engaged? After all, the types of problems agents are handling are increasingly complex, and they need to solve these problems in a way that is efficient and satisfactory for the customer. The answer lies in training: creating more time for it and adding in higher-value skills.

We know what you’re thinking: creating time is easier said than done. After all, you cannot simply add time to your day. When we think about how we can gain more time for training, it is not about adding time, it’s about being more efficient with our time. We can do this by focusing on three things: accelerating new agent onboarding, training smarter with analytics, and pushing miniature bite-sized learning packages.

When accelerating new agent onboarding, it’s not about cutting onboarding time shorter. You’ll want to keep that duration the same while focusing on the activities and skills that really matter to the customer experience. Today, the majority of onboarding time is spent on contact center processes, technology used to service customers, and learning to use the knowledge base. The solution is an all-in-one intuitive agent interface. It’s simple: less complicated technology leads to less training required on systems. Instead, your agents can spend more time on service and use freed onboarding time on value-added training.

Many businesses have a one-size-fits-all approach to ongoing training. This is too manual to identify agent-specific skill sets, and too time consuming to be prescriptive in training. By using analytics to pinpoint agent-specific skill gaps, businesses may evaluate agent interactions based on experience through customer sentiment, customer complaints, specific words and phrases, as well as feedback from customer surveys.

In general, businesses do not prioritize setting aside time for ongoing training and development. The perception is that there is not enough time because of the typical contact center training mold. These training sessions tend to be formal, classroom style training that last at least one hour and require the presence of every employee. Instead, push “just-in-time” bite sized training. These are short, custom learning packages that are accessible from contact handling surfaces. Pushing bite-sized training packages can transform idle time into training time.

Creating time for training will transform how your agents develop and adapt overtime, becoming better equipped to handle the increasingly complex problems being thrown at them. Meanwhile, focusing that training to include higher-value skills such as problem solving, multi-tasking, and emotional intelligence will hand them the toolkit to success.

In the last 12 months, forty-three percent of contact centers experienced an increase in contact complexity. Prepare your agents by modeling what effective problem-solving looks like, identifying common problems in your contact center, ensuring all agents understand all of the problem-solving resources available to them, and allowing room for hands-on role play.

In fifty percent of contact centers, contact volume has increased in the past twelve months. Meanwhile, sixty-seven percent of agents indicated a number of channels as a factor contributing to stress. Today’s digital omnichannel world requires new juggling skills from agents. Get ahead of potential stress by providing your agents with hands on exercises for multitasking practice, sharing best practices across peers, and incorporating screen recordings into QM practices.

Just as well, emotional intelligence is key to successful customer interactions. When your agents have superior emotional intelligence, they are better at managing their emotions as well as the emotions of others. Teaching emotional intelligence is tricky. You cannot just teach the agent the empathy piece, but you also have to teach them to cultivate that emotion into effective problem solving. Do this by creating a list of recommended words and phrases by incoming sentiment /scenarios and provide hands-on exercises with your agents using active role play.

To reiterate, the keys to meaningful agent training is time and value. Creating more time for training, maximizing time with the right tools, and rethinking the training model will set you up for success. Focusing on higher-value skills like problem solving, multitasking, and emotional Intelligence will better prepare your agents for the evolving and increasingly complex contact center. You can listen to the full webcast here: https://bit.ly/3dOPln9

 

An Online In-Depth Education Program Without the Cost and Inconvenience of Traditional Live Conferences

While there are numerous quality live conferences in the CX/contact center space that delve into workforce optimization, attending these events often entails a series of complex decisions. First, you must determine if it includes enough seminars that are relevant to your specific needs and exhibitors with the right solutions to advance your program. Then, you need to obtain approval and funding, plan the details of the trip and make sure all your responsibilities are covered while you are away. While some consider traveling to an event a welcome break from routine, others find it a time-consuming, expensive disruption that they simply can’t justify.

The need for ongoing education in this critical operational area continues to grow. Over the past 12 years, an increasing number of workforce planning professionals have found a flexible, no-cost, no-travel alternative in CrmXchange’s annual online Best Practices in Workforce Optimization virtual conference, produced in conjunction with the Quality Assurance and Training Connection (QATC) and the Society of Workforce Planning Professionals (SWPP).

Over the past two years, the event has been expanded to provide even more in-depth education. For 2019, it will take place the first two weeks of November, with the first week (November 4-8) focusing on QA and Analytics and the second (November 11-15) examining strategies for Workforce Management and Performance Optimization.

The enhanced conference content reflects the evolution of how contact centers now approach workforce planning responsibilities. It used to be handled in independent groups, with one team handling quality assurance, another conducting training, and yet another developing agent schedules. Supervisors often tried to do coaching with no input from other functional areas, while managers simply ran and reacted to reports. But this disconnected approach no longer works in today’s complex, omnichannel contact center environments. Workforce Optimization is a wide-ranging field that now encompasses all these elements as a unified discipline. And the CrmXchange virtual conference provides WFO professionals with the year’s most convenient and comprehensive opportunity to gain greater insights on the latest technologies, tactics and best practices.

Attendees have the opportunity to meet in real time with industry experts and colleagues who can answer their questions and offer business solutions tailored to their contact centers, without the cost and time away from the office of an on-site conference. Anyone can attend learning sessions the same way they would in an on-site conference.

The format allows entire WFO teams to share newly acquired knowledge throughout an organization. Team members can attend live sessions together or attend different session tracks. All sessions will be recorded and available on demand for one week after the conference – giving those who could not attend the initial presentation the opportunity to view the sessions later.

In addition, attendees can visit the virtual exhibit hall to download product videos, and obtain product information, press releases, white papers, and much more. Sponsors, including Calabrio, CallMiner, NICE, NICE inContact and Verint, are ready to share the latest innovations that may benefit your contact center.

And while you can’t sit down over a drink after hours, you can still chat with presenters and peers in the virtual lounge, a specially designed virtual networking forum for registered members of this online event. Learn what others are doing, meet colleagues, pose questions, and offer your own insight.

The Best Practices in Workforce Optimization virtual conference kicks off on Monday, November 4 at 12 noon ET with a high-interest keynote address Building a Customer Experience Movement which examines the true elements required to create a culture-changing CX program that is built to last. It will be presented by Nate Brown, Co-Founder of CX Accelerator, a virtual community of customer experience professionals.

Join the thousands of industry executives who have already benefited from this powerful complimentary two week online conference Register now and check out the broad ranging agenda.

5 Trends in the Customer Service Industry

Every year sees new changes to the customer service industry, and 2018 has been no different. This year, the focus has been on improving customer service in order to meet growing expectations. Here are 5 trends that are influencing the industry right now, and they’ll likely continue – and be built upon – in 2019.

  1. Chatbots are providing customer care.

According to IBM, by the year 2020 as much as 85% of customer interactions will not be handled by a human. For the contact center, this means making sure chatbots are providing a great experience for the customer – poor technology or chatbots that are used incorrectly can seriously impact your bottom line.

  1. Cloud-based customer service software is the norm.

Contact centers that rely on cloud-based solutions can have remote agents located around the world. This means that different time zones and extended hours can be covered, offering customer service practically any time and from anywhere. This software can give a complete history of customer interaction, including past communication and notes that agents make about a customer.

  1. Success of the team has become a priority.

If individuals can provide great service, then teams of excellent agents can do even more. Teammate success is now a priority and contact centers are investing more in educating and training their teams. One way of making customer service teams more successful is by hiring agile agents who can handle more than one type of job.

  1. Increased reliance on self-service.

Self-service has been trending for a long time, but now companies are taking self-service to the next level by personalizing it. For example, customers may be shown only certain self-service options based on the products or services they have. This means that customers can get quicker access to the information they need without having to weed through an entire knowledge base.

  1. Software will seamlessly integrate.

Contact center technology systems are a big expense and they carry out integral jobs, like analyzing data and storing all sorts of customer information. Since software is so essential to the contact center, it’s important for different software and tools to integrate with one another. We’ll continue to see software that’s specifically designed to work seamlessly with complementary software so that you can piece together the best system for your contact center.

Have you noticed trends in the customer service world? Tell us about them in the comments.

3 Tips for Creating a Captivating Employee Culture

Employee culture has an enormous impact on the success of your company. When you’re able to create a stellar employee culture, your agents aren’t the only ones who will notice ­– your customers will love what they see, too, which will drive sales and business success.

Startups have it a bit easier because they can create their employee culture from the very beginning. If you have an established brand, it may be trickier to shake things up. It is possible, though. Here’s how:

Create a culture that reflects you.

You are your brand, and your brand is you. The elements that drove you to create your company are the same ones you should mark as most important for your company culture. Are you incredibly creative and innovative? Do you appreciate people who work hard and then play hard? Do you think that a relaxed workspace, where people are calm and centered, is the best way to accomplish tasks? Do you believe that collaboration is the best way to advance your company? Think about those questions when you’re hiring employees.

Take the lessons from the past and apply them now.

No matter where you are in your corporate journey ­– a first-time founder of a brand new startup or a seasoned entrepreneur in the middle of her tenth venture ­– you’ve learned something in the past that you can apply here. If you’ve only ever been an employee, think about what did and did not work for you at your previous jobs. If you’ve managed others in the past, think about the reactions you got when you launched new programs or instated certain rules.

Get everyone on board.

In order for an employee culture to truly permeate the entire company, everyone needs to be on board. Take a tip from JetBlue for getting everyone off on the right foot. When they hire new team members, they’re invited, along with their spouses, to orientation. Yes, they watch brand videos during orientation, but they also get to fly simulators and indulge in delicious meals. JetBlue introduces everyone to a specific, brand-centric culture, which sets the tone for their entire work experience.

Employee culture is the base for how everything functions in your company, from interactions between employees to customer service. No matter how long you’ve been in business, you can create and evolve your company culture starting now.