It’s often assumed that once an agent is trained during onboarding they are masters at what they do from then on. However, the best agents are the ones that are provided continuous learning, training and eventually work with teammates as mentors. Here are a few tips about agent training and how you can provide ongoing education within your contact center.
Training is not a static effort
An organization cannot stop at just the beginning. As the customer journey is evolving constantly and products or services are developed agents require updated information. Take cell phones for example. Imagine if you hired someone 10 years ago and only trained them on how to handle the Motorola Razor or Palm Pilot. Those products are no longer even in existence. Now cell phones operate as mini computers (sometimes even computing faster than an actual computer). The customer has also changed. They went from being only able to utilize their cell phones for calls, games, calendars/to do lists, and texting. Today the customer utilizes more data through applications than ever before. As products and services develop, agents need to be able to keep up with the customer and receive ongoing coaching and training to ensure they are giving customers better advice and service.
Agents learn in different ways.
Some learners are auditory and require asking a lot of questions and conversation to comprehend information. They easily get bored sitting in a classroom or streaming through a slide deck. Visual learners usually require diagrams or pictures to understand. Finally, kinesthetic learners require repetition. Providing regular coaching and training that touches all three learning styles ensures your agents provide better customer service.
Provide a toolbox to give management efficiency and effectiveness.
Being able to quickly assess where an agent is in their skill set allows supervisors and organizations as a whole to assess gaps. If your team is green and needs frequent reminders about the basics of how your organization communicates and problem solves with customers then you may want to give them the small pieces of information with quizzes to ensure comprehension. A more developed team or agent may just need regular performance evaluations to ensure quality.
Although there are many ways to achieve proper agent coaching and training remember there are several experts who mastered policy adherence and management. CXM is one of those experts. We’ve been working with contact centers for over twenty years and develop our own software. No customer is the same. We work at helping your organization assess missing gaps. We then provide solutions to bring value to your contact center. If you’d like to learn more reach out to us at firstname.lastname@example.org or check out a few of our other resources like How to Solve the Biggest Problems with Quality Monitoring.