The agent experience has drastically evolved. Agents are now engaging with customers across different platforms, working on new channels and navigating heightened expectations. As organizations implement new technology, agents are expected to learn and leverage these tools effectively while interacting with customers to deliver best-in-class, exceptional experiences. It’s a lot of pressure — and companies must work to understand their agent experience and workflow if they want to properly prepare.
Today, many organizations are focusing investments on technology that can empower agents to take on more complex cases. According to CCW Digital research, 66% of companies believe that AI solutions will handle simple tasks allowing agents to move to higher-value more satisfying work. This is undoubtedly a positive as agents are seeking more purpose and fulfillment in their roles, however, companies must first address deeper workflow challenges if they want to truly empower their employees in this new role.
To succeed, contact center leaders must ensure they can not only support agents as they learn the ins and outs of new technology but also help them build the soft skills needed to provide exceptional experiences. And as the role of the agent evolves, companies must also be prepared to revamp and rethink their training and coaching efforts to align with the new realities of the agent experience.
This report will cover:
- New tips for agent training and coaching
- Why expectations for agents are rising
- The state of training today
- Top challenges surrounding the agent experience in 2022