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What is your customer service training missing out on?
Grab this infographic to learn the 8 best practices to embolden your customer service training program, including:
- A seemingly simple but powerful way to improve content findability, embedding training into agents’ day to day work.
- The one aptitude successful agent coaches need to be the most impactful, plus which metrics to use in training sessions.
- Three techniques to quickly up-level agents’ proficiency, improve customer service, and achieve an overall better customer experience.
Become more efficient by pulling your company-wide content into one unified search index. Include content from your website, social media, Salesforce, help articles, and anywhere else you store product documentation. Creating a single space for all your data enables customer service agents to search one platform and find all the relevant information from there. Additionally, you could choose which resources customers can access, enabling them to self-serve. Agents can now answer customer questions more effectively and accurately, without having to access different platforms.
Create a shared vision for what success looks like to you and your team. When goals are aligned, it’s easier to deliver the same exceptional customer service for every case. To build your vision, consider what each agent believes is most important for customer service success, and try to integrate that into your strive for success. In addition, you may find it useful to discuss your ideas and goals with other departments. Involving everyone in the process creates a sense of ownership and commitment, elevating the customer experience to new heights.
Pair experienced agents with new hires to help them to become experts at using your search tool. Show new agents how to find technical documentation, customer information, and other content that will be resourceful for solving customer cases. Once agents become search experts, they become more efficient at connecting customers with relevant information, resolving technical issues, and creating a smooth customer experience. In this way, your customer service representatives will be able to deliver greater customer satisfaction across your platform.
