Contact centers face a major challenge in getting new agents up to speed when onboarding new employees in today’s fast-paced customer service environment. Traditional training methods involve lengthy classroom sessions, shadowing, and practice calls. This can overwhelm new hires and leave them floundering when it comes to handling live interactions.
As technology has advanced, real time agent assist tools have now taken up the slack by boosting accuracy, efficiency, and the all-important confidence in customer communication, causing the implementation of these systems to soar. Utilizing AI and machine learning, these agent support platforms monitor the interaction as it unfolds, send in live advice, recommend the best next steps, retrieve relevant knowledge base content, and even catch compliance issues as they happen.
By including this technology in the training and onboarding process, companies can get their brand-new employees battle-ready, and make sure current workers continue to do their job well, boosting customer happiness in the process.
Reducing the Learning Curve
To help new employees who are hitting a learning curve, real time agent assist technology gives them instant access to the right information. Gone are the days of digging through a knowledge base or asking their supervisors, because they agent gets all the assistance they need in real-time.
Giving trainees the confidence to get started faster, real-time support allows them to focus on listening to the customer and getting comfortable with the flow of conversation, rather than trying to cram in loads of product details. Over time, this leads to better overall retention and a faster path to productivity.
Enabling Experiential Learning
Knitting together theory and reality, traditional onboarding can leave a gap between learning and actually using knowledge and info, but real time agent support eliminates that space by plugging in experiential learning into the heart of the interaction. Reminders, checklists, scripts and other helpful hints are all brought to the surface of the conversation as the agent performs, so the cycle of training continues and is directly related to the specific needs of the customer.
Modern agent assistance tools can alleviate much of the monotonous work of a new hire, letting supervisors focus on more high-level coaching like teaching soft skills, empathy, and more complex problem-solving techniques. One of the biggest issues trainees report is how overwhelming it is to perform new, repetitive tasks while trying to also learn job-specific tasks at the same time.
Supporting Supervisors and Trainers
One of the main benefits of real time agent assist is that it provides a large cache of valuable data about the common problems faced by new employees. Supervisors can use this information to zero in on the areas where training is required, and deliver pinpointed support to those areas, which leads to a much more efficient and responsive onboarding process.
See also: Exploring The Role Of Oled Manufacturers In Modern Technology
Real Time Agent Assist Tools Improve Efficiency and Effectiveness
By merging traditional onboarding programs with agent support tech, businesses can build a work environment where their new employees feel supported from the very first moment they talk to a customer. Over time, this translates into more confident, more effective agents, as well as more career development opportunities and a more stable workforce.
