The customer experience is important to you and your organization. You do your best to ensure that your products and processes meet customer needs but, when it comes to your call center agents, ensuring that you’re hiring and training for the right skills can be difficult. And, once they’re onboard, employee engagement is still a common challenge that often leads to increased turnover and decreased customer satisfaction. You believe that it doesn’t have to be that way and that the right hiring and training program would have a significant positive impact on your ability to find and develop cx-centric employees.
Well, you’re right! With a little pre-planning and some insight on the mistakes of others, you can deliver a call center training experience that avoids common pitfalls and boosts employee engagement and performance. Based on my experience as a call center trainer and consultant, here are the three most commonly lost opportunities in customer experience training programs:
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1. Delaying an agent’s ability to make an impact
Employees join an organization wanting to make an impact and one of the worst things that could happen is that they feel like they’re not making a difference. This is an incredibly common occurrence in the contact center. Leaders can prevent this from happening by including exercises like the Power of One in new hire training and offering avenues for employees to provide ideas, suggestions, and feedback from their first day on the job.
2. Limiting an agent’s authority to help the customer
If you were to ask your agents, “why do you work here?”, you’re likely to hear some version of, “I like to help people.” Yet, the majority of contact centers have process or technology limitations that prevent frontline employees from providing great service. This won’t help companies differentiate with their customer experience. A better way would be to give agents more authority and leverage 1:1 coaching to address opportunities and invest in each employee’s success. At Talkdesk we help contact center leaders overcome these limitations, uncover their competitive advantages and transform routine conversations into amazing customer experiences.
3. Measuring the wrong things (or nothing at all)
Call center metrics are an important part of measuring and improving the customer experience, yet many contact center training programs don’t clearly define and explain their most important metrics to new employees. Metrics should be introduced early in the training process, and employees should have the opportunity to ask questions, see how scorecards are developed, and gain clarity on how they’ll be held accountable once they leave the classroom.
You’ll see increased buy-in during coaching conversations when they better understand the “how” and “why” of what you measure!
If you’re ready to hear more information like this, then you don’t want to miss Opentalk18 happening in San Francisco next week. There are two full days of sessions that will help you improve the customer experience and find balance in approaching your people, processes and technology.
Here are a few sessions that I can’t wait to check out: