Three years ago , very few of us could have imagined a world where most contact center agents would be working from home .
While some centers were dabbling with at-home agents before the COVID-19 pandemic , the unprecedented shift to remote work in early 2020 looks like it could be here to stay . For most companies , it has proven to be very successful . While most organizations will likely opt for a hybrid working model , research is clear about the value employees place on flexibility and fulfillment in the workplace .
Keeping pace with change is not new to contact centers . What is new is that the rate of change is growing exponentially , and it ’ s affecting organizations and the people who work in them in a massive way .
Not only is there a need to manage the change itself , but most importantly , the impact constant change has on our employees . Dealing successfully with a
never-ending barrage of new systems , new products , new types of customers , and a revolving door of management is not a skill people are born with . It requires our ongoing support .
Equally challenging is that , as selfserve continues to remove routine transactions from the queue , contact center agents are left with more complex , high emotion interactions – interactions that they are often not well-prepared for . It may have been common to receive one or two challenging interactions a week , but most agents now receive more than two a day .
... RESEARCH IS CLEAR
ABOUT THE VALUE
ON FLEXIBILITY .
These are just three of the many high-impact conditions contact center leaders must contend within the coming years :
1 . Hybrid work models
2 . Never-ending , exponential change
3 . The growing rate of high-emotion customer interactions
Amid this new environment , learning and development ( L & D ) leaders have a vital ( and urgent ) role . Here are five common mistakes organizations make when designing their contact center training – and how you can avoid making them too .
MISTAKE # 1 : NOT MIXING UP THE DELIVERY APPROACH
Given the rate of change that contact centers must contend with , it is essential to recognize that learning can no longer be thought of as a “ one-and-done ” approach .
18 CONTACT CENTER PIPELINE