New agent training tips for today’s digital world

More and more people are turning to forms of communication other than phone calls. In response to this evolution, contact centers should turn the focus to training contact centre agents to handle digital-first customers reaching out on platforms such as social media, chatbots, and text messages. But where to start?

It’s important to identify and address training pain points to avoid agent attrition, disconnect, and lack of progress or motivation. In an increasingly digital-centric contact centre environment, it’s crucial to create a foundation for agents to launch from, and to enhance their skill sets so they can solve complex problems autonomously.

Download the New Agent Training Tips sheet to gain critical insight into equipping agents with the contact centre tools and knowledge they need for the new digital frontier, including how to:

  • Enhance soft skills and learn to break down complex interactions
  • Implement everboarding and perpetual training
  • Increase onboarding effectiveness with digital technology
  • Provide real-time coaching to agents
  • Supply agents and leadership with advanced metrics and analytics

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