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How to Better Support your Agents in the COVID New Normal - with Kelly Brickley
Kelly Brickley is a Business Development Manager at Pyrios, an AGC Black Box company. She has more than 25 years’ experience in the contact center industry internationally, including 7 years with ICMI as their Director of Educational Services based in Southern California.
She shares her thoughts on how to better support your Agents post-COVID.
Top 3 Tips:
-
Provide online resources customers can use to resolve their issues themselves (15:19).
-
With self-service options taking some of the pressure off Agents, they now have an opportunity to be proactive with customers; reaching out, educating them, and doing more for them (15:48).
-
It’s time to look at how bots can fit into your strategy. They’re becoming very useful in assisting Agents mid-call, serving up answers straight away which saves Agents from trawling though the knowledge base (03:07).
You'll Learn:
-
A best-practice approach to provide real-time support to remote Agents (03:57).
-
Why call analytics is the future of Quality Assurance (08:00).
-
How leading contact centres are changing the way they do coaching (10:03).
Connect with Kelly here: https://www.linkedin.com/in/kelly-brickley-2b04692/
If your priorities include boosting employee engagement, lifting customer experience, or increasing your focus on coaching and development, I can help you out with a few ideas that you can steal. Send me an email (at [email protected]) and we can organize a 15-minute call over Zoom or Teams.
View all episodes
By BravaTrakKelly Brickley is a Business Development Manager at Pyrios, an AGC Black Box company. She has more than 25 years’ experience in the contact center industry internationally, including 7 years with ICMI as their Director of Educational Services based in Southern California.
She shares her thoughts on how to better support your Agents post-COVID.
Top 3 Tips:
-
Provide online resources customers can use to resolve their issues themselves (15:19).
-
With self-service options taking some of the pressure off Agents, they now have an opportunity to be proactive with customers; reaching out, educating them, and doing more for them (15:48).
-
It’s time to look at how bots can fit into your strategy. They’re becoming very useful in assisting Agents mid-call, serving up answers straight away which saves Agents from trawling though the knowledge base (03:07).
You'll Learn:
-
A best-practice approach to provide real-time support to remote Agents (03:57).
-
Why call analytics is the future of Quality Assurance (08:00).
-
How leading contact centres are changing the way they do coaching (10:03).
Connect with Kelly here: https://www.linkedin.com/in/kelly-brickley-2b04692/
If your priorities include boosting employee engagement, lifting customer experience, or increasing your focus on coaching and development, I can help you out with a few ideas that you can steal. Send me an email (at [email protected]) and we can organize a 15-minute call over Zoom or Teams.