AFTER THE AGENT SAYS HELLO
Once the customer reaches the agent, several operational factors can either accelerate or slow resolution.
1. QUALITY TRAINING
Whether an agent is learning a simple, transactional queue or a highly complex one, the goal of training should be the same: prepare them for the reality of live calls.
Effective training goes beyond a single method. The strongest programs use a blend of instructor-led training( ILT), web-based training( WBT), mentoring, call recordings, job aids, and regular knowledge checks.
This mix helps agents understand not only what to do, but why they ' re doing it: an essential distinction once they begin handling real customers.
Just as important, agents need time to learn the tools they ' ll rely on every day. CRM applications, knowledge bases, dashboards, AI assistants, and scripts should be introduced early and practiced often using scenario-based training or scavenger hunts.
Too many training programs rush through tools, assuming agents will figure it out once they ' re on the floor. In reality, uncertainty around tools leads to hesitation to use the tools, longer holds, and higher handle times.
Instead, build practice into training by:
• Allowing agents to navigate systems in safe, low-pressure environments such as classrooms.
• Using scenario-based exercises or role-playing that mirror real call types.
• Reinforcing learning through coached call reviews during nesting.
COACH’ S CORNER
IN MANY WAYS, AGENTS ARE THE ORGANIZATION ' S MOST UNDERUSED DIAGNOSTIC TOOLS: SPOTTING FRICTION LONG BEFORE IT SHOWS UP IN DASHBOARDS OR CUSTOMER COMPLAINTS.
Moreover, training should emphasize FCR before speed. When agents are unsure, they compensate by placing customers on hold, escalating unnecessarily, or double-checking information. All of which quietly inflate handle time and erode confidence on both sides of the call.
And when training is rushed, agents may answer calls faster, but they often place customers on hold, escalate unnecessarily, or provide incomplete answers, leading to repeat calls and frustrating agents to the point of leaving.
But when agents feel confident in their knowledge, tools, and decision-making, handle time improves naturally.
2. LISTENING TO AGENTS
Asking agents for feedback through structured surveys is one of the most practical- yet often overlooked- ways to improve both handle time and customer experience( CX).
Agents operate at the intersection of customers, systems, and policies every day, giving them visibility into operational friction.
In many ways, agents are the organization ' s most underused diagnostic tools: spotting friction long before it shows up in dashboards or customer complaints. Agent feedback can uncover insights that reports often miss, such as:
• Common customer questions and effective resolution strategies.
• Repetitive issues that could be addressed through automation or self-service.
• Gaps in training, knowledge resources, or system usability.
• Process steps that create unnecessary delays or frustration.
Agents also bring valuable perspectives from prior contact center experience. Exposure to different workflows, CRM software, and performance models allows them to identify practical improvements that may reduce handle time while maintaining strong customer support.
However, collecting feedback is only the first step. The real impact comes from acting on it.
When organizations acknowledge agent input and implement even slight improvements- such as updating knowledge articles, simplifying workflows, or clarifying policies- it reinforces trust and encourages continued participation.
Over time, this creates a culture where agents feel ownership in improving operations, leading to stronger engagement, better performance, and more sustainable efficiency gains.
3. KNOWLEDGE MANAGEMENT
If there is one area where contact and call centers unintentionally inflate handle time, it ' s knowledge access.
Outdated articles, poorly structured knowledge bases, and multiple sources of truth force agents to search, crosscheck, and second-guess themselves. This results in longer holds, inconsistent answers, and customers hearing the agents ' hesitancy, prompting them to call back to verify the information.
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