Supporting agents through the critical first weeks with agent assist

The onboarding process for new agents in customer service environments is often fraught with challenges. The critical first weeks are pivotal in determining whether new hires become successful, confident agents or struggle and potentially leave the organization. This period, often marked by high attrition rates, requires effective strategies to ensure agents feel supported and empowered. One innovative solution that addresses these challenges is the implementation of real-time agent assist technology. This blog post explores how agent assist can enhance the onboarding experience, bridging the gap between training and live customer interactions.

The Training-to-Floor Gap

New agents may grasp concepts during training, but applying them in real-time scenarios can be daunting. The pressure of live calls, coupled with performance anxiety, often leads to mistakes, escalations, and even burnout among supervisors tasked with providing immediate support. Without adequate tools, new hires may forget up to 70% of their training content within weeks, leading to costly errors and decreased customer satisfaction. This gap creates a significant challenge for organizations aiming to maintain high-quality service while ensuring new hires transition smoothly from training to production.

How Real-Time Agent Assist Works

Core Technology Components:

Real-time agent assist technology leverages AI to provide immediate support to agents during customer interactions. Here’s how it works:

• Live Call Intelligence: The system transcribes conversations in real-time, analyzing customer intent and emotional state.
• Dynamic Guidance Display: Agents receive contextually relevant information, scripts, and compliance reminders directly on their screens during calls.
• Knowledge Base Integration: The system surfaces product information and troubleshooting steps based on the conversation context, minimizing hold times and knowledge searches.

In-Call Support for New Agents:

• Next Best Action Recommendations: As customers speak, the system suggests the most appropriate responses or actions.
• Scripts and Talk Tracks: For common scenarios that agents may not have mastered yet, the system provides guidance.
• De-escalation Techniques: If customer frustration is detected, the system offers strategies to calm the situation.

This technology not only enhances agent confidence but also significantly improves the overall customer experience by ensuring accurate and timely responses.

Nesting Program Enhancement with Agent Assist

Designing Agent Assist-Enabled Nesting Programs:

To maximize the benefits of agent assist, organizations must integrate it into their nesting programs effectively. Here’s a structured approach:

Pre-Nesting Setup:

• Technology Configuration: Organize the knowledge base by call type and complexity, and create a script library with dynamic branching logic.
• Compliance Rule Definition: Establish guidelines and triggers for compliance reminders during calls.

Agent Preparation:

• Screen Layout Familiarization: Ensure agents are comfortable with the call controls and the agent assist guidance panel.
• Guidance Interpretation Training: Train agents on how to utilize AI suggestions naturally without sounding robotic.

Common New Hire Scenarios & Agent Assist Support:

• Unfamiliar Product Question:

  • Without Agent Assist: Agents may hold the line while searching for answers, leading to customer frustration.
  • With Agent Assist: The system detects product mentions and surfaces relevant details instantly, allowing agents to respond confidently.

• Escalating Customer:

  • Without Agent Assist: Agents may panic and transfer the call unnecessarily.
  • With Agent Assist: The system detects sentiment shifts and suggests de-escalation techniques, helping agents retain the customer.

By embedding agent assist into the nesting phase, organizations can create a supportive environment that fosters confidence and competence in new hires.

Supervisor Efficiency & Performance Monitoring

Traditional vs. Agent Assist-Enabled Supervision:

The role of supervisors is crucial during the onboarding process, but traditional methods often limit their capacity to support new agents effectively. Here’s a comparison:

With agent assist, supervisors can monitor more agents simultaneously and provide real-time coaching without interrupting customer interactions. This not only enhances the learning experience for new hires but also alleviates the burden on supervisors, allowing them to focus on high-value coaching activities.

Frequently Asked Questions

Q: Will agents become dependent on agent assist and never develop true skills?
A: No, agent assist is designed to gradually reduce support, encouraging agents to exercise judgment and develop competence over time.

Q: How does agent assist work for remote/virtual nesting programs?
A: Agent assist provides real-time monitoring and support for remote agents, ensuring they receive the same level of guidance as in-office programs.

Q: Can agent assist replace supervisors during nesting?
A: No, it complements supervision by handling routine guidance, allowing supervisors to focus on complex coaching and emotional support.

Q: How quickly can we implement agent assist for an upcoming training class?
A: Implementation typically takes 4-6 weeks, allowing for pilot testing and optimization before full rollout.

Q: What happens to agent assist after nesting ends?
A: Agent assist continues to provide value throughout an agent's tenure, supporting ongoing development and handling new challenges as they arise.

By integrating agent assist technology into the onboarding process, organizations can support new agents through their critical first weeks, ultimately leading to higher retention rates, improved customer satisfaction, and a more efficient training process.