Transformation Training Solutions
Realize the full value-added potential of your agents
As knowledge management, automation and analytics continue to simplify the end-to-end support process, the training requirements within the contact center are shifting.
In-depth training on products, processes and policies becomes less of a focus as workflow automation and knowledge management reduce the emphasis on agent product and service knowledge.
As digital transformation proliferates, many agents will evolve to become ‘brand ambassadors’, performing value-added interactions that have been designed to nurture loyalty and drive new revenues.
Predictive analytics and Next Best Action solutions place new expectations upon these agents, as they embrace the world of outbound intervention and pro-active selling.
In this new world, agent soft skills and behaviour will become a training and recruitment priority. Agents will need to know how to interpret ‘machine’ provided recommendations and translate them into effective human-to-human interactions.
Praxidia’s Transformation Training solutions enable clients to re-shape the practices, competencies and behavior of agents in order to maximize the impact of digital transformation in the contact center.
All Praxidia Training services are available as a stand-alone service, or as an integral component of a broader Praxidia transformation program.
IN A NUTSHELL
Training programs for agents and management that unlock the full potential of digital-transformation within the contact center.
- REDUCE TIME TO COMPETENCY (TTC)
- INCREASE REVENUE
- INCREASE CONVERSIONS
- INCREASE UP-SELL
- INCREASE CROSS-SELL
- REDUCE AHT
- REDUCE COMPLAINTS
- MAXIMIZE ROI IMPACT OF ‘NEXT BEST ACTION’ PLATFORMS.