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Key Takeaways
Training in contact centres should focus more on education rather than just job-related tasks.
The importance of tying training to competency in the skills matrix.
The need for training to be meaningful and tied to clear objectives.
The benefits of aligning training with customer outcomes.
The importance of empowering agents to take ownership and resolve issues.
The use of desktop automation is growing, especially in large contact centres.
Agents often have to rely on external sources for information instead of having in-call access to knowledge.
Key Statistics
96% of respondents use the company website as a knowledge source.
82% have internet access as a knowledge source.
42% use free text search of knowledge bases.
35% of respondents use desktop automation, with a majority of smaller contact centres not planning to implement it.
45% of small contact centres and 57% of medium contact centres have no plans to implement desktop a...
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