Best agent assist solutions for support teams with new hires
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Bella Williams - 10 min read
The onboarding process for new hires in support teams can be daunting. With the pressure to quickly become proficient in handling customer inquiries, new agents often face significant challenges during their initial weeks. These challenges include the transition from training to real-world interactions, where the stakes are high, and the margin for error is low. The operational stakes are substantial: organizations must consider speed to proficiency, quality consistency, supervisor capacity, and new hire retention. The right agent assist solutions can bridge the gap between classroom training and live customer interactions, ensuring that new hires receive the support they need to thrive.
The Training-to-Floor Gap
New hires often grasp concepts during training but struggle to apply them in real-time situations. This gap can lead to costly attrition, quality issues, and supervisor burnout. For instance, agents may feel overwhelmed by the pressure of live calls, leading to performance anxiety and mistakes. This is where real-time agent assist technology comes into play. By providing immediate support, it helps agents navigate customer interactions confidently, reducing the likelihood of errors and enhancing the overall customer experience.
How Real-Time Agent Assist Works
Core Technology Components
Real-time agent assist solutions leverage advanced technologies to support new hires during customer interactions. Here are some key components:
Live Call Intelligence: This feature includes real-time speech-to-text transcription of conversations, allowing agents to refer back to what was said without interrupting the flow of the call.
AI-Powered Context Analysis: This technology understands customer intent, emotional state, and the conversation's progress, providing agents with insights that enhance their responses.
Dynamic Guidance Display: Relevant information, scripts, and compliance reminders are presented on the agent's screen during calls, ensuring they have the necessary resources at their fingertips.
Knowledge Base Integration: This feature surfaces product information, policy details, and troubleshooting steps based on the context of the conversation, streamlining the agent's workflow.
In-Call Support for New Agents
Real-time agent assist solutions provide tailored support for new hires during calls. Here’s how it works:
Next Best Action Recommendations: These appear as the customer speaks, guiding agents on how to proceed.
Scripts and Talk Tracks: For common scenarios, agents receive prompts that help them respond effectively, reducing the chance of errors.
Auto-Populated Product Details: When a customer asks a question, the system can provide relevant product information instantly, eliminating hold times.
Compliance Reminders: These trigger before critical disclosures, ensuring agents adhere to regulations.
De-escalation Tactics: If the system detects customer frustration, it suggests techniques to calm the situation, empowering agents to handle challenging interactions.
Nesting Program Enhancement with Agent Assist
To maximize the effectiveness of agent assist solutions, organizations should design agent assist-enabled nesting programs. Here’s how to do it:
Pre-Nesting Setup
Technology Configuration: Organize the knowledge base by call type and complexity level, ensuring agents can easily access relevant information.
Script Library Creation: Develop scripts with dynamic branching logic to cater to different scenarios, allowing agents to navigate conversations smoothly.
Compliance Rule Definition: Establish real-time triggers for compliance reminders, minimizing the risk of violations.
Quality Scorecard Integration: Incorporate live performance metrics to track agent progress and identify areas for improvement.
Agent Preparation
Screen Layout Familiarization: Train agents on how to navigate the call controls and the agent assist guidance panel effectively.
Guidance Interpretation Training: Teach agents how to use AI suggestions naturally, ensuring they don’t sound robotic during calls.
Technology Trust-Building: Help agents understand when to follow guidance and when to exercise their judgment, fostering confidence in their abilities.
Comparison of Agent Assist Solutions
When evaluating agent assist solutions, it's crucial to consider their features and how they align with your team's needs. Here’s a comparison of some leading platforms:
| Feature/Platform | Insight7 | Yoodli | Second Nature | Mursion |
|---|---|---|---|---|
| Real-Time Guidance | Yes | Limited | Yes | Yes |
| Knowledge Base Integration | Yes | No | Yes | No |
| Compliance Monitoring | Yes | No | Limited | No |
| Dynamic AI Personas | Yes | No | Yes | Yes |
| Performance Analytics | Yes | No | Yes | Limited |
Insight7 stands out as a comprehensive solution that offers real-time guidance, knowledge base integration, compliance monitoring, and robust performance analytics, making it an ideal choice for organizations looking to enhance their new hire onboarding process.
Frequently Asked Questions
Q: Will agents become dependent on agent assist and never develop true skills?
A: No, agent assist provides graduated support, allowing agents to build confidence and competence over time.
Q: How does agent assist work for remote/virtual nesting programs?
A: Agent assist enables supervisors to monitor remote agents in real-time, providing support without physical presence.
Q: Can agent assist replace supervisors during nesting?
A: No, it amplifies supervisor capacity, allowing them to focus on high-value coaching while technology handles routine guidance.
Q: How quickly can we implement agent assist for an upcoming training class?
A: Typical deployment takes 4-6 weeks, allowing for pilot testing and optimization before full rollout.
Q: What happens to agent assist after nesting ends?
A: It continues to provide ongoing support, helping agents navigate complex situations and reinforcing compliance.
By implementing real-time agent assist solutions, organizations can significantly enhance the onboarding experience for new hires, ensuring they become confident, effective agents who contribute positively to customer interactions.
