Use a simple matrix to organize scenarios by levels of technical and interpersonal difficulty and complexity.Then, determine how you can adjust the base flow to address different scenarios, the context clues agents use during calls and other considerations for improving customer service. Consider creating a base call flow that reflects a typical call from end to end.Observe calls to develop an understanding of the pace of a call, and set expectations near or at a production pace. Consider using (or mirroring) the quality monitoring process and criteria that their supervisors will use when assessing agents’ job performance. Use the organization’s call handling expectations to assess agent progress and provide coaching that mirrors what will happen on the floor.Here are some tips and ideas for the design process: Spend some time with the marketing team to learn about why customers are calling, what are they hoping to achieve and what they compare their experience to. What’s the customer’s mood and behavior? What are the technical aspects of the interaction, and how does the system enable or inhibit the call? How can a call change based on what the customer says?Īnother way you can improve agent training is to look at the experience through the customer’s eyes. Talk to agents, team leaders or supervisors to capture the context of the interaction.
Listen to calls and interview agents with a range of experience to gain perspective on what’s easy or difficult, what’s complex or not complex, and what trips them up.Then, work with agents to understand how they handle those calls. Use data that is already available, such as call volume (by transaction, by customer segment, etc.) and error reporting, to identify the most common and impactful situations.Here are some tips for identifying real-world situations: These tips should help guide the thought process: Identifying Scenarios What are some strategies for identifying and reproducing real-world scenarios? What factors do you need to take into account when selecting the most appropriate scenarios? Is there a way to benchmark performance? Each of these questions is an essential consideration. Connect knowledge and skill content to role-specific situations, cases and scenarios.Improve results by giving learners opportunities to practice in a way that looks and feels like real-world call situations.Engage learners by being relevant to their performance improvement.It is likely that the evolution of AI and predictive analytics will continue to alter the call center landscape and the role of the agent. Performance expectations may cover areas such as customer experience standards, call handling techniques, average handling time or one call resolution. Driving toward positive customer experience outcomes can be a platform for alignment with business leaders.Īlignment starts with clearly articulated performance expectations that fit within and enable the organization’s business goals.
A positive experience with an agent can result in brand loyalty and, when the experience is really positive, the coveted customer referral.
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The Certified Professional in Training Management Programĭiscussions about how technology such as artificial intelligence and machine learning will affect customer experience and customer service sometimes leave out a crucial component: the agent.
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