Workforce Development

Agent Development and Sourcing

Workforce development not only improves an agent’s prospects in life but also leads to downstream benefits for contact center organizations. NACSMA’s contact center workforce development resources take a “people-centric” approach to business development. This approach offers contact center professionals best-in-class strategies to improve their potential within the workplace and their career trajectory and provides guidance for leadership in sourcing and developing their agents.

AGENT DEVELOPMENT

High Performing Teams

When teams are interdependent, the service rendered will be congruent across the whole team, ensuring consistency in communication with clients from contact centers.

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Successful Agents

High Performing Teams

Contact center agents have a multifaceted job and are expected to be skilled in communication, problem-solving, computer systems, company products and services, sales skills, etc.

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Agent Development

High Performing Teams

Agent Development

Ongoing agent skill development and training raise the level of knowledge, skills, and attitudes for the entire workforce, making the contact center more productive.

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Agent Coaching

Agent Development

Developing a coaching culture requires training managers and supervisors that coaching is an art. It starts with a mindset shift: Be the cheerleader in the background.

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Agent Reviews

Agent Coaching

Agent Reviews

Neither agent nor manager likes performance reviews. Both sides find them stressful and disenchanting when reviews are subjective and based on bias and not substantiated data.

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AGENT SOURCING

Stafﬁng Process

Skills Requirements

Process improvement starts with the attitude and desire to change and improve. Not everyone likes change, but it is the driving ingredient for long-term success, and this includes the recruiting process.

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Skills Requirements

Companies expect contact center personnel to have soft and technical skills, knowledge of products, companies, and industries, professional workplace attitudes and values, and the ability to read, write, and add 2+2.

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Agent Assessments

Skills Requirements

Agent Assessments

Hiring correctly reduces recruiting and training costs and improves customer and agent satisfaction. Agents who hit the ground running give you the right experience, not just more experience.

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Agent Sourcing

Agent Assessments

Hiring the wrong agents shows up in the form of reduced customer satisfaction, resulting in higher customer abandonment; and/or reduced customer acquisition, resulting in lower than expected revenue recognition.

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Agent Training

Agent Sourcing

Agent Training

How training is delivered is just as important as who provides it and what content is delivered. Too many companies take shortcuts and think training is a necessary evil. Outdated program design, curriculum, and instructors hurt results.

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