... LET ’ S SEE HOW WE CAN REBUILD THE EMPLOYEE JOURNEY TO SHOW HOW THEY [ THE CENTER ] COULD HAVE HAD ONBOARDING AND TRAINING GO RIGHT .
AGENT RETENTION
ILLUSTRATION PROVIDED BY ADOBE STOCK
HIRE
AND TRAIN TO RETAIN - PART 2 NEW HIRE TRAINING CAN GO WRONG : OR GO RIGHT .
BY NEAL DLIN , CHORUSTREE , INC .
For contact centers to succeed in delivering incredible customer experiences ( CXs ), it is critical that they map out the employee journey , from recruitment to promotion , with a keen focus on the continuity of what is most important .
For example , when they recruit and train new hires , the duties and responsibilities should align with what was advertised : and what the applicants were screened for and ultimately what they will be measured on and developed towards .
24 CONTACT CENTER PIPELINE
In Part 1 , published in the August issue , I recounted an example that I had witnessed of how a contact center for a well-known brand sadly got this wrong .
Here , in Part 2 , let ’ s see how we can rebuild the employee journey to show how they could have had onboarding and training go right . ( All the following examples are real . They are approaches I have either implemented in my own contact centers , or helped clients do , all with incredible outcomes .) Let ’ s begin exactly as I did in Part 1 … It was a rainy Monday morning and the new contact center hires all piled into the training room . There was a visible glow to their enthusiasm that even their soggy shoes couldn ’ t dampen .
BEFORE Week One . Before the new hires started , they received a welcome call from
... LET ’ S SEE HOW WE CAN REBUILD THE EMPLOYEE JOURNEY TO SHOW HOW THEY [ THE CENTER ] COULD HAVE HAD ONBOARDING AND TRAINING GO RIGHT .
their trainer and leader . This was followed by a package that had a card from their team , a welcome letter from the department executive , some swag , a cheat sheet with key names , contacts , floor maps , and local food and parking options , etc .