Is Your Agent Training Process Evolving with the Role?

Written by Jason Mitchell

The frontline agent’s job has become more complex. Convergys Corporation’s Jason Mitchell offers his thoughts on why the traditional knowledge-based training approach is no longer adequate to ensure stellar performance and continuous improvement. The job of a customer service, technical support or sales representative is complex and not getting any easier. In just minutes, the agent must address intricate customer needs and questions, exhibit detailed product or service knowledge and deploy strong service or selling skills — often using multiple tools and technologies. Add in the need for multilingual support and the shrinking labor pool of entry-level personnel, and you have the “perfect storm” impacting today’s contact centers.

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