Call Center Training Trends

Agent coaching and call center training software is an integral component of any good performance management program. When integrated with an advanced real-time performance management solution, call center training software enables managers to automatically intervene when agents are underperforming by delivering coaching and call center training software content in the form of courses, coaching tips, quizzes, training flashes, pre-shift announcements and bulletins. For managers and supervisors there are no more surprises – performance gaps are easily identified along with the root cause of exceptional and poor performance. This also makes it much easier to identify top and poor performers and helps drive performance and accountability.

An integrated agent-coaching solution enables contact center managers to deliver multimedia training to agent desktops on a schedule- or rules-driven basis. This powerful tool allows them to set rules that send targeted coaching and training to individual agents or groups when predetermined thresholds are reached. The means to trigger training based on agent performance provides an unprecedented level of coaching automation. Call center training can be launched on the basis of thresholds reached per key performance indicators such as telephony metrics, sales figures and quality scores or from data derived from numerous other integrated solutions, processes or technologies. By targeting the right training to the right person at the right time, agents will offer improved service -- heightening customer satisfaction and ultimately increasing productivity.

“Training has a strong effect on performance if it is executed correctly, tracked on a consistent basis and measured 100% against the business goals of the organization. With the emergence of new technologies and with Generations X, Y and M becoming bigger players in the workplace, there will be neither time nor patience for having training that is separate from your daily tasks. All "training" will need to be broken up into the smallest digestible or applicable chunks -- what I call "niblets" or "niblet learning, " said Faith LeDendre, Training Director, 1-800-Flowers.com.

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