FEATURE
AI can help agents write the first draft of an email response to a customer . It can also suggest upselling opportunities based on the customer ’ s history .
So , build those ideas into new hire training . Help agents learn and practice using AI as an agent enablement tool .
TODAY ’ S CUSTOMERS APPEAR TO BE MORE ANXIOUS , IMPATIENT , AND IRRITABLE , WITH HIGHER EXPECTATIONS AND FEEL BIGGER DISAPPOINTMENTS WHEN THESE ARE NOT MET . WHAT ARE YOUR THOUGHTS AND RECOMMENDA- TIONS TO HELP CONTACT CENTERS ?
A : Train agents on how to handle irate clients . Since the COVID-19 pandemic , people have a short fuse and often direct their frustrations at the agents . It is unfair to place agents in this situation . There is also an elevated risk of agent burnout and disengagement .
So , provide agents with the skills to de-escalate irate customers and recover from these difficult interactions . They deserve support !
" TRAIN AGENTS ON HOW TO HANDLE IRATE CLIENTS ... PEOPLE HAVE A SHORT FUSE AND OFTEN DIRECT THEIR FRUSTRATIONS AT THE AGENTS ."
WORK-FROM-HOME HAS BECOME NORMALIZED FOR MUCH OF THE CONTACT CENTER WORKFORCE IT APPEARS , SINCE THE END OF THE COVID-19 PANDEMIC . HAS IT CHANGED HOW AGENTS ARE COACHED AND TRAINED ?
A : Yes , there is now a much greater emphasis on creating an engaging onboarding experience , particularly for remote or hybrid agents .
New hire training has evolved beyond merely imparting product , process , and customer service knowledge . It now focuses on giving new hires a positive first impression of your company , fostering interactivity , and making new hires feel they have joined — and should remain with — a great organization .
In a remote or hybrid setting , it is too easy for new hires to leave a company that fails in these areas . An agent working from home only needs to change their logins to switch employers , making the barrier to quitting lower than it used to be . Consequently , new hire trainers play a crucial role in employee retention .
" THE KEY IS MAKING NEW HIRES FEEL THEY JOINED - AND WANT TO STAY WITH - THE RIGHT COMPANY !"
Here are three tips for trainers to improve new hire employee retention :
1 . Make new hires feel heard . Show them how they can actively participate in training . Inform them about how to use virtual tools such as chat , email , and discussion boards . Encourage them to unmute their microphone to communicate with you . Make your training interactive . Incorporate time for open discussions . Encourage questions and ideas during training .
2 . Leverage multimedia content such as videos , animations , and interactive exercises . People learn best when they are having fun . So , make your training lively and engaging .
3 . Organize virtual ( and onsite , if applicable ) team-building exercises and social events . Ensure future team leaders are invited . So , agents and team leaders can get to know each other before new hire graduation . For virtual teams , provide a small food delivery gift card so they can enjoy a virtual lunch party via Zoom or Teams .
The key is making new hires feel they joined – and want to stay with – the right company !
Brendan Read is Editor of Contact Center Pipeline . He has been covering and working in customer service and sales and for contact center companies for most of his career . Brendan has edited and written for leading industry publications and has been an industry analyst . He also has authored and co-authored books on contact center design , customer support , and working from home . Brendan can be reached at brendan @ contactcenterpipeline . com .
8 CONTACT CENTER PIPELINE