Developing Contact Center agent skills is difficult enough when they are all in the same room or call center location… but all bets are off when migrating to the new normal of a Hybrid working environment.
Content must be readily available, provided on whatever device the agent prefers, increases commitment to learning. Educators recommend that the ability to visually access, review, and digest small sub-components of a larger piece of information – with the appropriate context – results in the best retention.
Ensure that agents are provided relevant content and curriculum, supporting their career progression, which enables them to learn at their own pace. This encourages and helps improve information assimilation and retention of what they’ve learned, improving agent productivity and overall customer satisfaction.
Leveraging a consistent and repetitive approach using both visual and auditory prompts – either for onboarding or ongoing development for upskilling – further reinforces retention and improves real-world application of the new knowledge.
Whether at the office, as part of a hybrid team, or working as a remote agent, the same development programs are available to all.
The same evaluative criteria should be consistently applied to all agents to ensure the development programs deliver the expected results. All agents should then be evaluated while they are actively handling customer calls.