Unified Customer Engagement Hub Blog

Get insight, news, best practices, and other opinions on trending, industry leading, and other technology topics.

All Posts

New Call Center Agent Training Made Easy

New Call Center Agent TrainingTake Out the Guess Work

As Training Manager for Fused Solutions, LLC. I am lucky to have SpiceCSM at my disposal.  It takes the guess work out of the process.  I am able to teach agents to think critically and focus on customer service.  Agents don’t have to know all the answers, just how to find them.  Spice CSM not only provides them with an innovative and intuitive Guided Process, but serves as a memory bank.    

Boost Agent Retention 

Contact center turnover is a common issue.  This means that onboarding new agents can be a long, constant process.  Cutting training time and ultimately, cost is a top priority for many contact center professionals.  SpiceCSM is the answer.  Because of SpiceCSM’s streamlined interface, agents aren’t bogged down or forced to cherry-pick information from multiple sources.  Everything an agent needs is easily accessible through one interface.  This not only lowers training time for new agents but boosts agent retention.  Agents who only interact with SpiceCSM in the contact center are happier.

The SpiceCSM Guided Process allows information to appear all in one place.  Multiple integrations and API calls simplify the agent interface and the “heavy lifting” is all handled behind the scenes. 

Customize Processes to Make Training Easy 

From the start of a contact, the agent has step by step instructions that are fully customizable depending on the needs of a customer.  Even if an agent needs a quick answer, they can find it using Spice CSM’s convenient Campaign Details pane that can be accessed at any point during a contact

SpiceCSM allows for real-world testing.  Customizability allows agents to perform test cases without impacting real accounts. Test accounts can be set up so that agents can use them anytime to learn or refresh themselves on a process.

Agents are able to practice, through this practice, they are gaining real-world experience making each handled contact better than the last.  Training time for a new agent is minimal; only ten days of classroom training are needed.  First time agent errors are few because they have all the information at their fingertips.  All of my agents know where to find the answers they need, Spice CSM.         

Cut Training TIme

New agents will not have to learn the intricacies of every new process or campaign because SpiceCSM is there to hold their hand.  Training time can be cut dramatically.  Call Centers that incorporate SpiceCSM, boast training times in as little as ten days.  

Related Posts

Reducing the Impact of Technology on Training

3 Ways to Reduce Training Time Using Technology If you really want to reduce training time, we challenge you to look at the technology your agents are using.  Is it simple to use?  Does it proactively help agents?  Does it make their jobs easier?  If you didn't answer YES to all of those questions, you could be complicating your training efforts out of the gate due to the technology your agents utilize to manage the customer journey.   One of the unsung heroes of SpiceCSM's Business Process/BPM tool is the ability to reduce the amount of time agents need to start producing at the levels of longstanding employees.  Typically when bringing new agents onto the team there's a period of training, usually involving some classroom knowledge transfer, exercises, role playing, and a variety of other methods to give the agents resources to solve requests efficiently.  Depending on the organization and type of business, this could take anywhere from 1 - 12 weeks, or longer.  In higher turnover environments this only exacerbates training challenges and emphasizes the need to make new employees more productive in less time.  Here are 3 ways you can utilize technology to help reduce training efforts:

What is iPaaS: Explaining Integration Capabilities

What is iPaaS: Explaining Integration Capabilities What is iPaaS? iPaas is a cloud-based platform that allows businesses to connect their existing systems together. It provides a single interface where users can access their data from across different software platforms. This means they can view information from one application within another without having to switch between them.  The platform also makes it easy for people to build new integrations by providing low-code tools that allow connections to be made with external systems.

Low-Code Application Platform: What is it??

LCAP - What is a Low-Code Application Platform The vision that SpiceCSM has from our inception was to have an application that provided the tools to customize the user experience easily and orchestrate data without the need for technical expertise.  What we've been calling an "Enterprise Application Builder" is now being recognized by leading analysts as a Low-Code Application platform, or LCAP for short.