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The Connection Between Technology and Agent Training

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Customers aren’t thinking about your technology or your management or your coaching when they call your contact center. Their happiness or displeasure with your business will be determined to a great extent by the agent who takes their call. 

But while managers recognize the importance of front-line employees, they still contend with ongoing issues related to agent engagement and retention. 

According to Everest Group Research, the approximate financial loss for a 500-person contact center due to agent loss and recruiting can reach $2 million in one year. What do agents want and need to bring their ‘A’ game to work every day, and to stay with the company for years instead of months? 

One poll, conducted by Ventana Research, suggests they are not getting the personal attention and individualized training they desire. Just 37% of respondents reported that their contact centers have set targets for the amount of coaching time each agent should receive. 

Yes, it’s an investment, but when the agent knows you are investing in his or her success, it motivates them to better performance. 

Still hesitant? Consider also that this allocation of additional time and money is also an investment in improving the customer experience, and that’s what it’s all about. 

A renewed focus on training should also take into account the role that technology can play in making coaching sessions more effective. For instance, the optimal time to schedule training sessions is when agents are on-shift but may be idle due to lower call volume. By some estimates, if all of those idle minutes were added up, an agent spends five weeks out of every year between phone calls. 

The innovative contact center will treat that situation not as a problem but as an opportunity. An automated, real-time workforce management solution collects forecasting, scheduling and adherence data and delivers insight into moments where training can be safely scheduled without impacting customer service, as well as optimization opportunities to avoid overstaffing or understaffing. 

And when WFM is acquired via the cloud, the result is a better customer experience at a lower cost to the contact center. 


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