One undeniable impact of COVID-19: impatient, exhausted and sometimes desperate consumers expect much more of the customer service teams with which they engage. And, if dissatisfied with the experience, they’re much more likely to promptly take their business elsewhere.
That’s why many contact centre leaders consider agent training to be one of their top priorities for 2021. They know that only top-notch agents continuously educated and coached to deliver a superior service experience will position their companies to foster and retain the loyalty of increasingly fickle consumers.
Maintaining customer loyalty can be a challenge for any organisation. But it’s a challenge that organisations still relying upon on-prem contact centre and training technologies might not overcome.
That’s because cloud enables a variety of significant agent training and coaching benefits that on-prem simply can’t match.
Watch for upcoming blogs in this “CX Training” series, where we’ll explore in more detail each of the above agent training and coaching benefits that only cloud-based applications deliver.
The new Calabrio ONE is powered by the cloud, with next-generation workforce management software at its centre—find out more.