Recent advances in automation and artificial intelligence (AI) have enabled contact centers to respond to customer inquiries quickly. The same can be said for training processes. New, immersive learning technologies allow agents to self-train virtually when and where it\u2019s most convenient. However, technology alone can fall short, leaving agents feeling isolated and disconnected.<\/p>\n
As training leaders, we understand the toughest customer problems fall to agents to resolve with accurate and timely information, empathy and efficiency. As challenging as these situations may be, and with powerful tools to help navigate these sensitive interactions confidently, human connections remain the cornerstone of excellent customer service.<\/p>\n
As we embrace technology and human elements to develop top-performing and confident agents, it\u2019s clear that training managers must strike the perfect balance between these two components. With the right approach, contact centers maximize employee engagement, allowing people to master new skills while delivering the \u201chuman touch\u201d customers want and demand.<\/p>\n
How can you help your agents feel cared for, connected, and inspired to master the growing complexity and ever-changing demands of a high-performing contact center? Here are three steps to get the most from new technologies and personal interactions:<\/p>\n
STEP 1: Utilize Virtual Training.<\/strong> Many new virtual training approaches help agents practice customer interactions in a safe setting. Here are some of the leading virtual training approaches at your disposal:<\/p>\n Virtual training approaches continue to gain momentum as they allow agents to become familiar with customer scenarios without exposure to real customers before they are ready. They are convenient and effective, and agents appreciate the opportunity to learn and improve in a stress-free environment and at their own pace.<\/p>\n STEP 2: Integrate Human Feedback.<\/strong> Training managers should include human feedback in any technology-based training strategy. Agents should receive personal feedback to build trust and understanding. Artificial intelligence can help guide the instructional process but should never replace actual human interaction. Here are a few ways training managers can include human feedback in technology-based training strategies.<\/p>\n STEP 3: Encourage Collaborative Learning.<\/strong> Agents benefit greatly when learning from peers in addition to instructional modules and simulations. Training managers can help agents improve and feel personally connected in an increasingly technology-driven business world. Agents like to share ideas and best practices, which can improve results, reduce turnover, and boost job satisfaction. Here are some ways to use collaborative learning to help contact center agents feel more connected:<\/p>\n By blending technology and the human element, contact centers can create a comprehensive training program that engages agents while facilitating skill development. Empowered with training tools and guidance from managers, agents can take ownership of their learning journey, propelling them to success and satisfaction.<\/p>\n Equipping your team with the skills needed to handle customer inquiries\u2014both digital and personal\u2014provides them with the skills to excel and provide exceptional customer service. It\u2019s clear that balancing technology with human engagement should be at the forefront of any contact center\u2019s goal. You will see improved customer experience and high performance with increased employee engagement.<\/p>\n","protected":false},"excerpt":{"rendered":" Empowered with training tools and guidance from managers, agents can take ownership of their learning journey, propelling them to success and satisfaction. <\/p>\n","protected":false},"author":2194,"featured_media":25187,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"cybocfi_hide_featured_image":"","footnotes":""},"categories":[11,12],"tags":[16],"class_list":{"0":"post-25186","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-featured","8":"category-magazine","9":"tag-feature","10":"magazine_issues-june-2023"},"acf":[],"yoast_head":"\n\n
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