Post by shiyabul on Aug 18, 2024 0:05:35 GMT -5
Accelerate Onboarding and Continuous Training The CX industry suffers one of the highest employee attrition rates of any industry, which drives significant recurring recruitment and training costs. Solving for a fast time to proficiency has become a critical measure for organizations where the average tenure can be less than one year. Extending beyond initial onboarding, agents need ongoing training to continue learning and keep pace with new products and services.
With more training, agents feel better equipped https://lastdatabase.com/ to successfully handle difficult customer interactions. % of agents with three-plus weeks of training felt well prepared for their first call. % of agents with two weeks or less felt less prepared for their first call. Automate to Empower Agents Automation plays a key role in any modern CX strategy.
However, when a human is needed or you can’t automate the interaction without compromising the experience, you should still use automation to help augment the agent and make them better at effectively supporting your customers. OFFERING WFH AND HYBRID WORK ENVIRONMENTS CREATES AN ADVANTAGE FOR RECRUITING AND RETAINING AGENTS… We believe automation should carry through across the entire interaction, with or without a human.