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Five ways training can make a difference and unlock the true potential of your contact centre
Why buy the latest Smartphone if you only use half the apps on the screen? Why buy a 9kg washing machine when you only fill it up with two loads a week or purchase a hi-tech oven when you only cook on the hob? The reality is that most consumers are simply unaware of the full potential of the technology they purchase and what else it could do for them. It’s a common enough scenario but what happens when it applies to the contact centre?
The truth is that many contact centres are not releasing the true capabilities of their technology with knock-on implications for customer service and ultimately the overall business. When customer satisfaction measurement experts CFI Group published their latest report, they identified three essential components or channels that make up the customer service journey:
The report went on to reveal that 72% of customers use digital channels to resolve an issue, 88% of people who opt for automated interactions end up speaking to a live agent while 79% of customers choose the plain old telephone to contact the customer service department in the first place. These statistics highlight the importance of understanding the technology behind all three parts of the customer journey and by default, underline the importance of training.
The essential ingredients of good training
But what makes a good training programme? Above all, it should be a highly interactive, two-way process. Avoid a ‘talk-and-chalk’ learning approach where the input and direction comes from the trainer. Look for a vendor that encourages knowledge-sharing through face-to-face user forums and interactive online chatrooms. A good training programme should combine theory and practical exercises in group scenarios to come up with creative technology solutions for real-world business problems. It should provide a comprehensive overview of the technology itself along with practical tips and tricks to implement for everyday use and for longer-term contingency planning. Effective training should also help to outline a flexible path for updating and introducing new technology that supports the changing needs of agents, customers and business objectives quickly and cost-effectively.
5 ways to look at the contact centre with fresh eyes using training
Having a greater understanding of the possibilities of technology enables users to gain a fresh perspective of their contact centre. The best training focuses on the following five areas:
About Colin Hay:
Colin Hay is an experienced senior executive with a background in software, media and mobile communications. Following a distinguished eleven year career in the British Army, Colin completed an MBA. He has worked for mobile giants Motorola, 02 and Three and is an Associate Fellow at Warwick Business School.
About Puzzel:
Puzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
Published: Wednesday, March 20, 2019
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