Despite structured training being a key requirement for all contact centre and customer engagement staff, it’s surprising how often coaching gets shuffled down the priority list when things get busy.
We addressed this topic in detail in our webinar with Call Centre Helper on 19 October 2017, where we examined how to make time for coaching – and also how we can shape agent behaviours to develop excellent customer experiences. We also looked at the importance of emotional intelligence, how technology can help, and also outline some of the automated coaching technologies that are likely to make a difference over the next three to five years
With over 15 years’ experience developing and delivering specialist contact centre training, we know that structured training is valuable for all contact centre staff – whether you’re an advisor a team leader or a manager. Technology – particularly solutions such as WFM – already play an important role in scheduling training, helping to make sure the right people are in the right place, while re-assuring managers that training sessions won’t have an impact on meeting forecasted demand.
Start by getting the basics right
If you are looking for ways to develop an excellent customer experience for your business, taking advantage of some of the proven coaching technologies that are already available may be a great start. Despite the fact that this technology is well-established, it’s surprising how much contact centre coaching is still ad hoc, and often falls down at the first administrative hurdle.
It’s perhaps the reason why so many contact centre managers simply don’t know exactly how many hours they’re currently spending on coaching, and also whether they’re actually getting good value from that investment.
During the next five years you are going to see even more opportunities to make the most of your talent.
Accelerating towards AI-enabled coaching
It will be interesting to see how the next generation of artificial intelligence technology will be adapted to support realtime coaching. What’s particularly exciting is that many of the technologies are already in place to enable the next generation of AI-enabled coaching.
For instance, we’re already starting to see the benefits of WFO speech analytics in terms of capturing customer conversations in real-time, while specialist AI conversation analysis applications can now apply real-time analysis to help advisors to be more consistently emotionally intelligent throughout their shifts by spotting triggers such as stressed voices, frequent overlaps, agent over-speaking and slow responses.
At Sabio, we’re strong advocates of self-paced CBT and virtual classrooms such as our own Virtual Campus, so we know that agents are particularly are keen to embrace new training. Instead of predictions about how AI is set to replace the contact centre agent, I suspect it will actually play a more active role in both augmenting agent performance through capabilities such as real-time conversation analysis, and also providing focused coaching that’s bespoke to individual agent requirements.