Contact Center Pipeline August 2024 | Page 30

• Increase one-on-one emails and conversations to reduce the feeling of isolation .

• Online coffees , lunches , and after-work games ( can be online or in-person depending on your structure ).

• Set up online exercise or yoga for your teams to log in to .

• Immediate responses to internal messaging as agents ask support-related questions so that when there are technical issues , the agents do not panic .

• Use remote monitoring to check how the agents are emotionally doing versus “ did the agent say the customer ’ s name three times or did they follow the Thank You script 100 %”?

2 . Short attention spans . Are you finding increased disengagement amongst agents ? Are you unsure of how to have them stay engaged during training ?

It is reality that attention spans are becoming shorter . So I am surprised that trainers are still doing 40-minute monologues and expecting a new hire or anyone to stay engaged !

Training and coaching should be fully interactive and conversational . The point of training is not to hear your own voice , but rather to create an environment where others can reflect , speak , and win !

You should also ensure to have a variety of activities for agents as you work through sharing the knowledge .

Today ’ s learners require “ Edu-tainment ”, so make it enjoyable , have some laughs . Whether you / your agents are in-person or remote , make your sessions warm and welcoming , with bite-size knowledge modules and blended learning , inclusive , and loads of FUN !

3 . Technology challenges . When the tools that the agents use fail to work , or are too slow , the anxiety and frustration are intense .

Trainers and coaches need to ensure that there is clear empathy shown towards the agents ( new hires or existing ) who may be having technology challenges .

It is frustrating at the best of times , but imagine starting training , learning new content , and then if everything freezes , you fall behind in training .

SOLUTIONS

In speaking with industry leader Clare Santos , Director , Knowledge & Quality , Customer Experience , Aviso Wealth , she shares some common pain points with practical solutions .

30 CONTACT CENTER PIPELINE

• " Participant engagement during virtual training , especially new hire training .

• Making cameras on mandatory in specific points , e . g ., instructor-led learning , group discussions , role-playing , etc .

• Having activities which require them to interact with other participants , e . g ., role-playing , teach backs , etc .

• Asynchronous learning : provide time on their own to complete eLearning and other activities .

• " Encouraging cohort learning during virtual training .

• Create Teams chats for them to ask questions during asynchronous learning .

• Decide which lessons / modules or points in the training where it makes sense to bring them together in-person , e . g ., Day One to get their laptops and introduce each other , communication skills / soft skills learning , or learning where it ’ s an integral part of how they ’ ll be measured , e . g ., quality assurance , etc .

• Lots of scenario learning , e . g ., here ’ s the scenario , how would you resolve the issue ? Where can you find the answers , etc .

• " Job shadowing in a virtual environment .

• Make use of the breakout rooms in your virtual platforms : you can still watch and hear how peers talk to customers while using their applications ; experienced peers can watch and listen while new hires take calls , etc ."

MAKING A DIFFERENCE

How can trainers and trainer / coaches make a difference ?

Becoming a better version of ourselves by conscientiously developing our soft skills !

With increased remote workers , clear concise communication and highly developed soft skills , along with well-developed emotional intelligence , will be required much more .

“ About 85 % of the factors contributing to success are related to the ability to work effectively with people .” -- Dale Carnegie , “ How to Win Friends and Influence People ”