Contact Center Pipeline January 2023 January 2023 - Page 54

DESPITE THE RISE OF AUTOMATION IN CONTACT CENTERS , CONSUMERS VALUE HUMAN INTERACTIONS .

SPONSOR SPOTLIGHT

By Brian Tuite

UPSKILLING CONTACT CENTER AGENTS WITH SIMULATION TRAINING

At contact centers , human interactions matter . According to the 2022 CX Leader Trends & Insights report , 80 % of customers indicated that positive experiences increase the likelihood of return purchases . On the other hand , negative experiences affect future purchasing decisions 80 % of the time .

Despite the rise of automation in contact centers , consumers value human interactions - 70 % of consumers want companies to focus more on improving their customer care agents rather than creating better self-help solutions . Considering the data , one of the most valuable actions contact center leaders can take today is incorporating simulation training into their training curriculum to help their agents master critical soft skills and best practices through handson experiential learning .

DESPITE THE RISE OF AUTOMATION IN CONTACT CENTERS , CONSUMERS VALUE HUMAN INTERACTIONS .

54 CONTACT CENTER PIPELINE
Voice and screen simulation training technology is available to help organizations build confident high-performing agents delivering consistently superior customer experiences . Let ’ s examine why simulation training works , how advanced AI conversation simulation takes simulation training to the next level , and how to get started .
WHY SIMULATION TRAINING
The rise of automation and chatbots as part of the contact center experience leaves agents with the toughest problems to solve . Simulation training builds confident and proficient agents who can effectively handle the most challenging customer interactions . With simulation training , agents can practice challenging call scenarios and customer personas , allowing them to build resiliency , emotional intelligence , and knowledge before engaging in their first live call .
Simulation training is a proven tool used by world-leading brands across industries for improving KPIs such as Speed to Proficiency and CSAT Scores 40-70 % vs . traditional passive learning methods . And as new products and services are launched , leading brands are using simulation training to quickly scale agents on best practices to support their latest offerings . While traditional simulation training is similar to role-playing , advances in AI now enable automated and intelligent simulations .