But outdat or inadequate training doesn
’t provide agents with the resources they ne to master these types of skills, leaving them overwhelm and lacking confidence in their abilities. Adapt your training processes to fit the current customer service environment so your agents can strengthen their technical and soft skills. This way, they can be fully prepar for all aspects of their role.
Allowing flexible working should be integrat
into employees’ lives, not the other way around. For contact center agents, flexibility is key to retaining talent. For many agents, the ideal is a hybrid work environment, which helps avoid the burnout that comes with in-person working and the
isolation that comes with remote w
orking. A hybrid model design around human Business Owner Phone Numbers List nes can give call center agents the work-life balance they want, making them more likely to stay in their roles and work longer, the report says.
Work should be integrat into employees’
lives, not the other way around. For contact centerThis personalization fosters stronger agents, flexibility is key to retaining talent. Even if your contact center operates entirely face-to-face, you can still offer flexibility to your agents by letting them designate the shifts they want to work. Although tious, tailoring shifts to agents’ preferences (if possible) can simplify their daily lives and allow them to work in a way that supports their lives.
Invest in your team Companies that in
vest resources in employee experience have agencies dicat to them. To make your contact center a great place for agents to work, you ne to invest in your team. The first is to focus on agents. While it’s important to update agents on your contact center’s goals and target metrics to help them maintain performance, it’s equally necessary to talk to agents about their goals and what kind of environment they want to work in.
