Agents are your contact centre’s biggest assets, but how you train them can either make or break their performance. After all, a contact centre is only as strong as its agents, and agents are only as strong as their onboarding and training enables. Comprehensive onboarding and perpetual training enhance the agent experience, which in turn leads to an increase in employee retention. When agents have the tools they need to deliver exceptional CX, agents are more likely to find satisfaction in their work and will stick around longer.

It’s important to identify and address training pain points to avoid agent attrition, disconnect, and lack of progress or motivation. Access the Agent Training Tips for Productive-From- Anywhere Contact Centres for an exclusive insight into how to optimise employee training for enhanced, positive agent sentiment.

When you empower your agents from the start by providing the knowledge and skills they need to fulfill their potential and ace customer interactions; you create a working environment that fosters growth, purpose, and contentment. That positive sentiment carries over from your agents to each customer interaction they participate in, driving satisfaction and enhancing CX.

Get the training tips designed for optimised agent learning and development, including how to:

• Enhance soft skills and learn to break down complex interactions
• Focus on teaching high-value skills during onboarding
• Optimise your knowledge base to surface answers to complex questions faster
• Supply agents and leadership with advanced metrics and analytics

Give agents the knowledge they need to feel empowered, enriched, and ready to provide exceptional CX during every interaction.