Blog Post

Do Your Contact Center Agents Have What They Need To Succeed?

In our experience working with leading call center executives around the world, we’ve found that most share one thing in common: they are invested in their agents’ success.

Successful call center executives make it a priority to stay connected to their agents either through sitting with them on a regular basis to listen to calls and providing feedback, holding open roundtable discussions, or even making it a point to get to know them on a personal level.

Generally, the more engaged you are with your agents, the more engaged those agents will be with your customers. And agents who feel valued are more likely to deliver a better customer experience overall.

But as the nature of the agent’s job continues to evolve, transactions have become more complex and agents are expected to handle all kinds of inquiries through multiple channels.

Getting agents the information they need to be successful – from procedural updates to product information and policy changes – without impacting customer satisfaction is critical.

But where do you find the time?

Some centers use supervisors to communicate updates, while others use e-mails or custom landing pages to share information and important communications. Others monitor agent performance during “nesting” periods to identify weaknesses.

But the real challenge is getting the right training and activities to the right agents based on their individual development needs.

Leading centers are turning to technology to prioritize and deploy training activities based on individual performance, giving managers and supervisors the ability to ensure that every agent is getting what he or she needs to succeed.

With these systems, assigned activities – which can include anything from broadcast communications to needs-based coaching – can be completed in any system, sent to individual agents or groups of agents, and prioritized so that agents must complete the most important activities first.

The best part? It’s all handled automatically based on your center’s business rules. Agents complete activities while they would otherwise be sitting idle. When call volume spikes, they go back to taking calls.

 

About the author

Matt McConnell

Matt is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 300,000 call center agents around the world using Intradiem every day. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor's degree in industrial and systems engineering.

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