Unified Customer Engagement Hub Blog

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

All Posts

Solving the problem: Training is required simply to navigate multiple applications

Simplify_call_center_agent_trainingA company would not stand without its customers, a fact well known among contact center leaders who strive to create the best possible experience for those who call in with questions or problems. A supportive and rewarding agent encounter can lead to new sales and valuable goodwill; a poor agent encounter can lead a customer straight to the competitors. The person making the difference between the two encounters is the call center agent. Therefore, thorough training is absolutely essential, both on “soft skills” and on the multiple applications required for a typical customer experience.

However, the applications intended to help a call center agent actually becomes a hindrance: agents must attain in-depth knowledge of each application, including helpdesk software, knowledge management tools and call center scripts. The real challenge occurs when the agent must learn the complicated work-arounds and shortcuts necessary to navigate between and among different applications. 

Training on Multiple Applications 

Two-thirds of contact centers have implemented between 3-6 unique systems, and as many as 15 systems are used by 21% of businesses. Clearly, it’s necessary for new agents to obtain comprehensive training in each of the applications they’ll be required to access during a customer call. For each application, agents must know functions and features inside out. 

Cumbersome and Time Consuming Navigation 

Aside from learning the applications themselves, new hires must also be trained on navigating within the various systems.  As each application serves a unique purpose, so an agent must know how to easily maneuver quickly from one application to the next. This means additional training on navigation, up to several days, delaying the agent’s arrival in the call center which is costly to the company. 

Solving the Problem: Guided Workflow Process 

A guided process solution enables call centers to build an intelligent guided workflow for each customer encounter, customizing processes and scripts within one platform. Time spent getting new hires up to speed is reduced because they don’t need to navigate through all the applications. Common tasks are automated and intuitive decision trees are developed with the necessary content embedded. Typical features of guided process include: 

  • Prompt creation of complex, logic-driven process workflows
  • Seamless integration with other systems
  • Reduced time and cost of agent training
  • Increased first call resolution 

Moreover, a guided workflow process offers the call center the opportunity to become a profit center by offering its agents visual guided flows for cross-selling and up-selling.  Therefore, new agents become quickly as qualified as seasoned ones in offering the most complete experience to the customers.

Even though essential to your on-boarding agent, training tends to be time consuming and costly, especially if your call center maintains many disconnected systems. Agents endure demanding training in the various applications only to be faced with new challenges when they need to navigate through the various systems during a single customer encounter. 

A guided workflow process builder eases the training burden, enabling agents to promptly access the proper tools and systems.  New agents quickly become as experienced as seasoned ones.  They deliver consistent services and provide premium customer experience.

New Call-to-action

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.