Originally published by LANtelligence. Read the full article on LANtelligence Customer Experience Technology blog.
Driving permits, trips abroad, and skydiving are at their best the first time they’re experienced. On the other hand, like wine, accepting customer contacts gets better with age. Especially for first-time contact center agents, speaking with that first customer can be a nerve wracking experience. Uncertainty isn’t only a problem for the agent. As trainers and coaches, we want our new colleagues to have the necessary confidence and knowledge to successfully help our customers along their journey.
Regardless of the length and rigor of your training program, it’s impossible to account for every possible scenario. There will always be surprises, and that can be frightening. Setbacks early on can degrade agent confidence, possibly creating a vicious cycle in which agents feel unprepared and then aren’t able to perform under their own pressure. As a seasoned agent myself, I’ve developed three tips, based on my own experience, to help your agents speed up their time to proficiency and self-confidence.