Live assist for helping new agents survive their first week on the floor
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Bella Williams - 10 min read
The onboarding of new agents in a contact center is a critical phase that can significantly impact their long-term success and retention. The transition from classroom training to live customer interactions often presents challenges such as performance anxiety, knowledge retention, and the pressure to deliver quality service. With the stakes high—ranging from agent confidence to customer satisfaction—implementing live assist technology can bridge the gap between training and real-world application, helping new agents not just survive, but thrive during their first week on the floor.
The Training-to-Floor Gap
New agents typically grasp concepts during training but struggle to apply them effectively in live scenarios. This gap can lead to costly attrition, quality issues, and supervisor burnout. Agents face the dual pressures of time constraints and the need to provide accurate information, often resulting in mistakes or escalations. Traditional nesting programs, where new hires shadow experienced agents, can only provide limited support, leaving many agents feeling overwhelmed and unprepared.
The integration of real-time agent assist technology addresses these issues by offering on-the-spot guidance, ensuring that agents have the resources they need to succeed during their initial interactions. This technology enhances their confidence, reduces the learning curve, and ultimately leads to better customer experiences.
How Real-Time Agent Assist Works
Core Technology Components:
Live Call Intelligence: This feature provides real-time speech-to-text transcription of conversations, allowing agents to focus on the customer rather than taking notes.
AI-Powered Context Analysis: The system understands customer intent and emotional state, providing agents with insights that help tailor their responses effectively.
Dynamic Guidance Display: Relevant information, such as scripts and compliance reminders, is presented on the agent's screen during calls, ensuring they have the right tools at their fingertips.
Knowledge Base Integration: The system surfaces product information and troubleshooting steps based on the conversation context, eliminating the need for agents to search for answers during calls.
In-Call Support for New Agents:
Next Best Action Recommendations: As customers speak, the system suggests the most appropriate responses or actions for the agent to take.
Instant Access to Product Details: When a customer asks a question about a product, the system auto-populates relevant information, allowing agents to respond confidently without lengthy hold times.
Compliance Reminders: Alerts are triggered before critical disclosures, ensuring agents adhere to regulations and avoid violations.
De-escalation Techniques: If the system detects customer frustration, it suggests strategies to calm the situation, empowering agents to handle difficult interactions effectively.
Nesting Program Enhancement with Agent Assist
Implementing an agent assist-enabled nesting program can significantly improve the onboarding experience for new hires. Here’s how to design and execute such a program effectively:
Preparation:
Technology Configuration: Organize the knowledge base by call type and complexity, ensuring that agents can easily access the information they need.
Script Library Creation: Develop a library of scripts with dynamic branching logic to guide agents through various scenarios.
Quality Scorecard Integration: Establish criteria for evaluating agent performance in real-time, allowing for immediate feedback and adjustments.
Execution:
Pre-Nesting Training: Familiarize agents with the technology, including how to interpret AI suggestions naturally during calls.
Nesting Phase: New agents take live calls with the support of the agent assist system. Experienced supervisors monitor performance through a real-time dashboard, allowing them to provide targeted coaching without interrupting customer interactions.
Feedback Loop: After each call, agents receive instant feedback based on their performance metrics, helping them identify areas for improvement.
Evaluation:
Track key performance indicators such as average handling time, first call resolution rates, and customer satisfaction scores to assess the effectiveness of the agent assist technology.
Gather agent feedback to refine the system and enhance the training experience continuously.
Supervisor Efficiency & Performance Monitoring
Traditional supervision models often limit the number of agents a supervisor can effectively monitor, typically around 3-5 agents. However, with agent assist technology, supervisors can oversee 10-15+ agents simultaneously through a unified dashboard.
Benefits of Agent Assist for Supervisors:
Real-Time Alerts: Supervisors receive notifications when agents struggle or deviate from protocols, allowing for timely interventions.
Instant Messaging Coaching: Supervisors can provide in-call coaching via instant messaging without disrupting the customer interaction.
Automated Quality Scoring: This feature reduces the manual review burden while maintaining consistency, allowing supervisors to focus on high-value coaching activities.
Performance Analytics: Supervisors can identify patterns in agent performance, enabling targeted coaching to address common challenges faced by multiple agents.
Frequently Asked Questions
Q: Will agents become dependent on agent assist and never develop true skills?
A: No, the graduated assistance approach ensures agents gradually gain independence. Initial support builds confidence, while later stages encourage independent decision-making.
Q: How does agent assist work for remote/virtual nesting programs?
A: Agent assist provides supervisors with real-time monitoring capabilities, ensuring remote agents receive the same level of support as those in-office.
Q: Can agent assist replace supervisors during nesting?
A: No, agent assist enhances supervisor capabilities but does not replace the need for human coaching and support.
Q: How quickly can we implement agent assist for an upcoming training class?
A: Implementation typically takes 4-6 weeks, allowing for proper configuration and training.
Q: What happens to agent assist after nesting ends?
A: Agent assist continues to provide ongoing support throughout an agent's tenure, helping them handle complex scenarios and reinforcing compliance.
By leveraging real-time agent assist technology, organizations can significantly enhance the onboarding experience for new agents, ensuring they are well-equipped to meet customer needs and contribute positively to the business from day one.
