Second , and over time , I ' ve noticed a decline in trainees ’ attention spans and engagement . To counter this , I ' ve adopted various methods of presenting content to each training class .
Gone are the days of simply reading from a text-heavy PowerPoint . Now , it ' s crucial to ensure trainees truly grasp concepts before they start taking calls .
Third , there is an increasing need for soft skills training , such as call de-escalation and sensitivity training , to name a few , in combination with teaching or coaching agents on how to use the center ' s software while understanding the center ' s knowledge .
As customer expectations grow , agents need empathy , confidence in issue resolution , and stress management skills . These should be part of every new hire , and there should be ongoing training to keep agents sharp .
Fourth , as legislation and regulations increase and become more complicated , and with stiffer penalties for violations , compliance training to ensure agent adhere to them becomes more essential . But this adds to the time and complexity of training efforts .
With data breaches increasing like dandelions on a lawn , it ’ s only a matter of time before Big Brother steps in with harsher punishments , moving beyond mere wrist slaps and finger-wagging .
Fifth , high turnover rates in the industry necessitate frequent training for new hires , which can strain resources and impact training quality .
Sixth , coaching and quality assurance ( QA ) have always been great tools for helping bridge gaps in agent knowledge .
The workforce in call and contact centers comes from a diverse background in expertise and experience . With such a diverse workforce , connecting with agents , simplifying instructions , and then gauging understanding through future QAs is essential .
New tools , including AI , can detect emotions and provide real-time statistics , enhancing coaching and QA . However , there shouldn ' t be an overreliance on AI to do all the heavy lifting . Your expertise as a coach , trainer , or leader will still be needed to help agents grow and succeed .
Lastly , maintaining consistency and quality in training is a big challenge , especially in medium to large centers .
Due to the diverse training needs of a larger workforce , the varying experience levels of trainees and trainers , and the different learning styles , make it difficult to deliver uniform instruction for each class .
High turnover rates require constantly onboarding new hires , which strains training resources and impacts service consistency .
Additionally , the geographical dispersion of agents , such as remote workers , adds complexity since you may be dealing with different time zones , and the worst comes with the trainee ' s availability during the training program .
Scalability issues further complicate maintaining training quality as the call center grows . Ensuring sufficient resources , such as skilled trainers , updated materials , and technology , is crucial but challenging .
Keeping training materials current with evolving company policies , products , and industry regulations adds another layer of complexity , as they require updating and then review by subject matter experts ( SMEs ) or even the client , creating delivery delays .
"... THERE SHOULDN ' T BE AN OVERRELIANCE ON AI TO DO ALL THE HEAVY LIFTING . YOUR EXPERTISE ... WILL STILL BE NEEDED ..."
WHAT ARE THE TOP OPPORTUNITIES THAT YOU SEE THAT ARE BECOMING AVAILABLE TO CONTACT CENTER COACHES AND SUPERVISORS ?
A : I ' ve seen a few opportunities :
AI-powered analytics can provide feedback to leadership , offering insights that can help understand challenges and even provide suggestions to mitigate these issues . This allows trainers to develop training to improve the center ' s success . At the same time , some of the feedback to coaches can help with coaching conversations .
Gamified learning platforms make training fun and engaging , motivating agents with rewards and challenges . It ' s even better if the incentive has a monetary reward .
Virtual Reality ( VR ) training allows trainees to attend a class that looks like they are in an actual class and perform tasks such as watching videos , reviewing material , or sitting at a desk .
At the same time , in the VR training environment , simulated calls come into their line , answering questions and working on the CRM , allowing the agent to learn in a close to real environment . I also recall one of the trainees asking about incorporating augmented reality ( AR ) training into the class , and I feel it could be used again for scenario-based learning .
Personalized learning paths using AI to customize training for each agent ' s needs , ensuring they get the most relevant support .
8 CONTACT CENTER PIPELINE