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 Performance Teams

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

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Successful Agents

High Performance Teams

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

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Agent Development

High Performance Teams

Agent Development

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

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Agent Coaching

Agent Development

Developing a coaching culture requires developing managers and supervisors in the art of coaching. It starts with the mindset shift of being 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 want to change and make it better. Not everyone likes change, but change 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 skills and technical skills, product, company and industry knowledge and professional workplace attitudes and values as well as read, write and add 2+2.

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Agent Assessments

Skills Requirements

Agent Assessments

Hiring right reduces recruiting and training costs and improves customer and agent satisfaction. Agents hit the floor running, giving 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 to who delivers it and what the content is to be 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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