Onboarding Contact Center Agents: A First Impression That Really Counts

Written by: João Safara of TalkDesk

“An agent’s experience with your organization begins long before they start answering calls and resolving customer demands. Most definitions of employee experience include several stages that usually begin with attraction and recruitment. These definitions have one thing in common: the importance of onboarding.

Gallup defines onboarding as “the critical stage that connects the talent acquisition process to long-term, sustainable performance.” This is the stage where new hires learn the attitudes, knowledge, skills and behaviors required to function effectively within an organization. It plays a pivotal role in setting the employee on the path to a successful tenure with the company.

In many contact centers, onboarding can be extremely stressful and challenging for agents. They are expected to quickly absorb a significant amount of information including policies, processes, product details and technology workflows. Then, before they know it, they are thrown into the fire and expected to handle a high volume of customer interactions, with limited opportunities to continue developing their skills.”

Read the full article online at the TalkDesk blog.