How can you identify the root causes of customer service issues and improve training programs?

En la era de la Inteligencia Artificial, la Analítica de Datos con sistemas que integran Machine Learning se convierten en herramientas poderosas para mejorar la eficiencia y efectividad en los programas de capacitación en servicio al cliente. La IA y el ML permiten un monitoreo continuo del rendimiento del servicio al cliente. Al identificar áreas de mejora, podemos ajustar los programas de capacitación de manera constante para asegurar que los agentes estén siempre actualizados y brinden la mejor experiencia posible. La capacitación personalizada, respaldada por análisis de datos, puede mejorar drásticamente la competencia y la satisfacción del cliente.

Prior to crafting or updating your customer service training, it's crucial to conduct a needs analysis. This entails using methods like surveys, interviews, and observations to pinpoint the gaps between current and desired performance. The aim is to uncover areas for improvement in skills, knowledge, attitudes, and behaviors among your staff, as well as any obstacles hindering exceptional service delivery.

Para identificar as causas dos problemas de atendimento ao cliente e melhorar os programas de treinamento, é fundamental adotar uma abordagem multifacetada. Isso pode incluir a análise de feedbacks dos clientes, a realiza??o de pesquisas de satisfa??o, a revis?o de métricas de desempenho, como tempo de espera e taxa de resolu??o de problemas, além de conduzir avalia??es de habilidades e competências dos funcionários. Com essas informa??es em m?os, é possível identificar lacunas no atendimento, áreas de melhoria e desenvolver programas de treinamento personalizados que abordem essas quest?es de forma eficaz, garantindo uma experiência positiva e consistente para os clientes.

When conducting a needs analysis, I would suggest talking to as many different stakeholders in the process as possible. So, not only talking to the people who are providing the service, but also to the people who are supervising it (managers) and experiencing it (the customers).

Call logs, surveys, and analysis of customer feedback are frequently used to determine the underlying reason of customer service problems. Enhancing training initiatives can involve concentrating on areas in which agents are weak, offering continuous coaching, and introducing real-world scenarios into training sessions. It's also critical to update training materials frequently in response to consumer feedback and changing needs.

Evaluation should be done throughout training and not just at the end. By using methods such as assessments, roleplay scenarios, and close observation, trainers can help mitigate issues before training ends and agents are released. Keeping the agents supervisors in the loop throughout is also helpful, as they can step in when needed and offer additional support.

As I am revamping my departments training program, I’ve learned that we are “learning” with every new cohort and adjusting as needed. What we’ve done so far that really made a difference is implementing 360 reports to provide Managers and HR with full visibility into what’s happening during training including classroom behaviors, observations, productivity, attendance measurements as well as surveys of the new hires as to how they work best, what environment is key to their success and how they feel the training prepares them for their role. I’ve also started analyzing error reports 2,4,6,8 weeks out of training to see if there are common errors occurring that could be a result of training and make adjustments as needed from there.

Se debe tener en cuenta cuáles son los incentivos en los cargos a capacitar, para alinear los contenidos y el objetivo de los cursos en el logro de sus incentivos, de esa forma seguro tendrás una mayor participación