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Why Ongoing Training is Important with Customer Support Software

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Why Ongoing Training is Important with Customer Support Software

 
August 07, 2014

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  By Susan J. Campbell, TMCnet Contributing Editor
 


As a general rule, we assume that once we have learned something, we can stop the study and move on to the next area of interest. When we learn the curriculum the state believes we should learn, we graduate from high school. When we finish orientation, we can start working. In each of these situations, does it mean there isn’t more to learn?


In the world of customer support software, there are a number of tools available for the contact center agent to use to improve the interaction. The focus tends to be on the customer experience, but this isn’t something that can exist in a vacuum. Customer expectations are always changing, which points to a need for agents to always be learning.

A recent MENAFN article, the customer experience is actually improved through ongoing staff training. The article focused on the activities of BankDHor, which recently launched a series of training programs at various levels to create learning opportunities for all employees, regardless of position. The main goal was to ensure employees are up-to-date on all changing technologies in banking.

The training included refresher courses on products and services for those in the position of assistant branch manager, a course on internal control and another on the account opening process. The main goal was to ensure all employees are competent in a highly-competitive industry and can provide the expected level of customer service.

These activities highlight the importance of using customer support software correctly. In other words, no robust platform can help improve the customer experience if the people managing the platform are lacking in knowledge. People still do business with people and demonstrated incompetency, especially in banking, can quickly lead to customer churn.

The same is true in the contact center world. Even agents who have been on the job for quite some time can benefit from regular training. It’s very easy to get stale in the everyday process of customer care. It’s also easy to forget product knowledge when it comes to offerings that rarely come up in conversation. As a result, opportunities are missed and customers may assume you don’t offer specific programs simply because they are never presented.

Agents also need ongoing training to reinforce the good work they are already doing. For instance, a more seasoned agent’s call may be used as an example of how best to handle a tough interaction. Such recognition can be motivating for some. It also points out that you’re paying attention and those who know someone is watching are more likely to step up their efforts in performance.

Likewise, customer support software will deliver as intended if users understand how best to leverage its capabilities. Total comprehension doesn’t come in just one training session, so make it a part of the weekly routine. Training doesn’t have to take a lot of time, but it can deliver a lot of benefit. 




Edited by Alisen Downey
Customer Support Software Homepage





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