What if you could take any random person off the street, plug them into your contact center operation and have them fielding customer calls right away?
It may sound too good to be true. After all, contact center agents have to solve complex customer problems while keeping up with new products and process changes. They typically spend weeks in a classroom before they’re allowed to speak with customers. Managers need them on the phone NOW to deal with spikes in call volume, but they also want agents fully knowledgeable about the company’s offerings. How can contact centers accelerate agent training while making sure they provide great customer service?
JD chats with Sebastian Tindall, Head of Learning and Development Operations at Vitality, who shares his approach to developing highly-capable contact center agents within a fast-paced insurance and wellness operation. They explore resource-based learning, which focuses on providing information and tools agents can access in the workflow to solve problems and build their knowledge.
Check out these recommended resources and professionals to learn more about applying a resource-based approach to learning.
Listen to Sebastian’s appearance on the Learning Uncut podcast with Michelle Ockers.
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