As a trainer or coach in contact centers, you have a vital role in developing the skills and knowledge of your agents. But how do you keep your own skills and knowledge up to date and relevant? Here are some tips to help you grow as a trainer or coach in contact centers.
The first step to develop your own skills and knowledge is to assess where you are now and where you want to be. You can use self-assessment tools, feedback from your peers and managers, and performance reviews to identify your strengths and areas for improvement. You can also compare your skills and knowledge with the industry standards and best practices for contact center trainers and coaches.
Be prepared to learn, read, network, learn from experts, also apply for courses and qualifications, cpd, there has never been a better time to learn.
I think the best way to do this is by taking assessments. There are numerous sites like LinkedIn, Indeed, Pluralsight, and Coursera that offer a broad range of assessments.
One thing that I see missing from other answers is seeking mentorship. I have learned far more from my previous mentors than I could learn from most certification programs. Seek out a mentor and absorb everything they know like a sponge.
Your agents face dragons, not calls. How do you equip them with the Excalibur of customer service? Sharpen their blades: Knowledge is power: Deepen product/service expertise through comprehensive training modules. Empathy matters: Train active listening, emotional intelligence, and de-escalation techniques. Think outside the script: Foster critical thinking, problem-solving, and improvisation skills. Practice makes perfect: Role-playing complex scenarios builds confidence and refines responses. Feedback fuels growth: Continuous coaching and performance reviews keep skills honed.
Once you have assessed your current skills and knowledge, you can set your learning goals and plan your actions to achieve them. You can use the SMART framework to make your goals specific, measurable, achievable, relevant, and time-bound. You can also use the 70-20-10 model to plan your actions, which suggests that 70% of your learning should come from on-the-job experiences, 20% from social interactions, and 10% from formal training.
As a Senior Manager in Business Intelligence, I can't stress enough the importance of setting SMART goals for personal development. In the contact center industry, where technology and customer expectations are constantly evolving, it's crucial to stay ahead of the game. The 70-20-10 model is a fantastic approach, as it emphasizes the value of learning through real-world experiences and interactions. Remember, the goal is not just to learn, but to apply that knowledge to drive success and innovation within your team and organization. Keep it fun, keep it focused, and you'll be amazed at the growth you'll achieve! ??????
Set stretching goals and track them. Where do you want to be in a month, year 5 years. Be brave. Set clear objectives for yourself and get your manager to tell you how to achieve them. Ask for regular 121s with your manager to receive feedback
While the SMART framework is helpful, I feel it has a big disadvantage: It doesn't really help those that don't know what it takes to get where they are going. I suggest using the 5 C's as John Mariotti spells out in his article "It Takes 5 Cs to Spell Success" which can be found at https://tinyurl.com/2p84nh7j. They are Clarity, Communication, Collaboration, Consensus, and Compromise and, to me, they make up a more flexible framework.
Practice what you preach. You've taken advice from mentors, you've gone through certification programs, now it's time to put this knowledge into practice. Also, set very high (almost to the point of unrealistic but not quite) goals for yourself and your team!
our agents face fire: intricate problems, high emotions, and the pressure to deliver. How do you equip them to be customer-calming heroes? 1. Masterful Minds: Deep product knowledge is key. Build interactive training with simulations, case studies, and hands-on workshops. 2. Empathy Champions: Teach active listening, emotional intelligence, and mirroring techniques. Role-playing scenarios with diverse emotions builds confidence. 3. Process Powerhouse: Equip them with a structured approach. Flowcharts, decision trees, and escalation steps provide a roadmap for even the trickiest situations. 4. Tech-Savvy Warriors: Leverage AI-powered tools for real-time knowledge assistance and automated follow-ups. Empower, not replace, your agents.
The next step is to seek opportunities to learn and practice your skills and knowledge. You can look for on-the-job opportunities, such as shadowing other trainers or coaches, taking on new projects or tasks, or mentoring new agents. You can also look for social opportunities, such as joining professional networks, communities of practice, or online forums, where you can share your insights, ask questions, and learn from others. Finally, you can look for formal opportunities, such as attending courses, workshops, webinars, or conferences, where you can gain new knowledge, skills, or certifications.
Read every day, set time aside to learn in your own time. Take responsibility for your career. No one will do it for you. It's on you
Remember, learning is an ongoing thing. It never stops. As soon as you stop trying to better yourself, watch your career stagnate. Take some time, each day, to continuously learn and sharpen your skillset.
Level Up Your Agents: Handling Complex Customer Issues Like a Pro Empower your reps to tackle tough situations with these training tips: Scenario Simulations: Run realistic role-plays mimicking real-world challenges. Get creative! Introduce technical glitches, angry customers, unexpected twists. Knowledge is Power: Equip agents with deep product/service understanding. Regular product updates, internal wikis, and knowledge-sharing sessions are key. Empathy Training: Foster emotional intelligence. Role-play from the customer's perspective, and teach active listening techniques to build rapport. Decision-Making Muscle: Encourage independent thinking. Guide agents to analyze situations, weigh options, and confidently propose solutions.
The last step is to monitor your progress and adjust your actions as needed. You can use various methods to track your progress, such as self-reflection, feedback, surveys, quizzes, or assessments. You can also use various methods to adjust your actions, such as revising your goals, seeking more support, or trying different learning strategies. The key is to be flexible and adaptable to changing needs and situations.
Be able to accept responsibility for your own mistakes and failures. See them as lessons not failures. Research Abraham Lincoln failures and do not give up.
The final tip is to celebrate your achievements and share your learning with others. You can reward yourself for reaching your goals, such as by giving yourself a treat, a break, or a recognition. You can also share your learning with others, such as by writing a blog post, giving a presentation, or creating a portfolio. Sharing your learning can help you reinforce what you have learned, inspire others to learn, and build your reputation as a trainer or coach in contact centers.
Give yourself a prize when you hit a goal. It's a good learned behaviour. Stay positive in your environment and display effort, energy and enthusiasm. It will rub off on others. Set the example. No one will do it for you.
I recommend leveraging technology. AI offers an opportunity to assess large data sets beyond any human's abilities. With supervisors being over-worked, it is important to leverage tech to work smart. I'll be at the CIB.O Transformation Summit discussing this very concept. https://summit.cib.org.ph