PROACTIVE . PERSONAL . PURPOSEFUL
September 06, 2023
| Rydges Melbourne, Victoria
Contact center “training” is important, but it is not enough. It does
not prepare agents to build meaningful connections with customers, and
it does not ensure they get better over time.
To truly engage and
empower your contact center agents, you must adopt a continuous – and
passionate – commitment to agent learning and development. Do not settle
for a four-week crash course on product knowledge; develop an ongoing,
personalized “journey” that consistently makes your agents more
efficient, more customer-centric and more committed to the business’
objectives.
This special report details how to create a learning
program that will yield happy agents, happy customers, and
ever-improving business results.
Topics include:
- Customer demands you must consider when coaching agents
- The impact of chatbots on agent development
- The connection between agent learning and retention
- Best practices for measuring return on contact center learning
- 4 signs of a successful learning and development program
- Action steps for creating more productive and engaged agents
Read the full report
