I noticed the call center brought in several classes , and trainees would drop off before their training could end . Then the call center leadership asked agents if they could help with the training classes and I decided to throw my hat in the ring .
My first training class went well , and my second one did not , so I sought certifications and courses to help me become a better trainer . Then , like Superman rising from the rubble , I started improving . I made it a goal to retain 80 % of the class for their first six months of employment and gradually achieved this lofty goal .
Then a position for a team lead opened up , and I decided to apply for that position , which taught me a lot about hiring , coaching , call center statistics , workforce management ( WFM ), and more . However , I wouldn ' t have been here without the people who believed in me and allowed me to grow .
A :
WHAT ARE THE BIGGEST CHANGES THAT YOU HAVE SEEN IN CONTACT CENTERS ?
1 . Increasingly advanced technologies . Artificial intelligence ( AI ), chatbots , speech recognition , and natural language processing ( NLP ) have revolutionized operations and empowered center leadership to provide better customer service .
As businesses learn , these technologies will continue to improve . These technologies automate routine tasks , enhance self-service options , and boost the efficiency of agent-customer interactions . They place the expertise and strategic thinking of managers and professionals at the forefront of the call and contact center evolution .
2 . Omnichannel shift . When I started in the call center space , most centers primarily handled phone calls . However , they have now evolved to support multiple communication channels , including email , chat , social media , and messaging apps like WhatsApp .
This shift towards omnichannel communication reflects changing customer preferences and the need for a seamless experience across various platforms .
3 . Focus on CX . There has been a significant shift in centers towards a customer-centric approach , prioritizing CX over traditional metrics like call resolution times .
This shift emphasizes the role of every individual in the center , the agent experience ( AX ). It recognizes the importance of delivering personalized , empathetic service that meets customers ' needs and exceeds expectations .
Adopting customer journey mapping , sentiment analysis , and other tools further highlights the role of each individual in identifying and addressing customer pain points .
4 . Rise and acceptance of remote and flexible work options . The COVID-19 pandemic revved up the adoption of remote work in call and contact centers .
Due to the uncertainty caused by the pandemic , many organizations transitioned their agents to remote or hybrid setups . They leveraged cloud-based technologies and virtual private networks ( VPNs ) to maintain productivity and continuity of service for customers .
This shift has also allowed businesses to recruit talent from untapped talent pools crossing state and national borders . It has also helped them to retain talent by freeing workers from expensive , stressful commutes while reducing facilities costs and providing business continuity .
5 . Emphasis on data-driven decision-making . With it , organizations can analyze customer interactions , agent behavior , and operational metrics to identify trends , anticipate customer needs , optimize processes , and enhance WFM . Real-time analytics enables centers to adjust quickly to meet changing demands , such as increased call volume .
" THE CONSTANT EVOLUTION OF TECHNOLOGY NECESSITATES ONGOING TRAINING TO ENSURE AGENTS CAN EFFECTIVELY UTILIZE NEW TOOLS ."
-- MARK PEREIRA
WHAT ARE THE TOP CHALLENGES THAT YOU ARE SEEING IN COACHING AND TRAINING ?
A : In my experience , coaching and training agents , I ' ve observed several trends .
First , there ' s a constant stream of technological advancements . Some directly impact how agents assist callers , such as updates to CRM systems . Others have indirect effects , such as new technology .
When callers reach out , they may inquire about a specific technology , and agents must grasp its functionality to assure customers of their competence . The constant evolution of technology necessitates ongoing training to ensure agents can effectively utilize new tools .
AUGUST 2024 7