Simple steps to agent efficiency, big results, says TCN leader

Empowering agents to deliver CX may well being with agent training, and that training needs to include four basic ingredients. According to McKay Bird, Marketing Director of TCN, the big picture begins with the agents feeling valued, and that means training and education that creates a feeling of belonging. In this podcast we learn that efficiency on a budget begins with company culture, and that culture must be inclusive. Inclusion means sharing information. McKay thinks that you begin with getting the agent to understand the product. The agent needs to understand the culture of the company that created the product, creates a backdrop and context for the offering. In turn, the agent needs to understand the customers with an eye to ultimately anticipating need and showing empathy.

A critical fourth step is knowing when, as agent, you’re out of your depth and need to ask for help. If agents feel secure and valued, and if they’ve learned that other parts of product, company culture and an understanding of the customers, agents will know when to ask for help. Putting all this together creates efficiency that can be achieved while on a budget.

McKay also offers a well—rounded approach to using KPIs as a tool, but not as a sole focus, knowing that some people can be fine agents while not necessarily achieving a narrow metric. “You have to find a balance,” offers McKay.

Learn about the TCN survey mentioned in this podcast

For more information, visit https://www.tcn.com/ and follow on Twitter @tcn.