![]() To automate the work of onboarding, the company built a custom app within Slack that gives new agents easy access to self-learning modules, so they can get up to speed quickly. And we don’t have several weeks available to us to get them to where they need to be, to be as effective as possible.” “We’re constantly getting new experts in and out all the time. “With a seasonal business around tax, we need to scale up and scale down our contact centers with the volume that comes in,” says Gabrielle Dracopoulos, head of customer success and experience at Intuit. Boosting speed to competency for agents with custom appsĪt Intuit QuickBooks, creators of the popular accounting software, onboarding new agents quickly becomes a significant challenge around the same time each year. And increasingly, companies are achieving this with Slack. Given this reality, it’s critical to bring new agents up to speed quickly and equip them with the resources they need to thrive in their roles. ![]() And the average entry-level agent stays in their role for only a year, though attrition can occur much sooner than that. The Society of Workforce Planning Professionals found that call centers have historically high turnover rates of up to 45% per year-a statistic that only worsened with the Covid-19 pandemic, according to the latest Cresta Insights Report. But nurturing talented support agents is one of the most challenging aspects of customer service. Enabling easier onboarding and higher agent retentionīuilding a world-class service team starts with attracting and retaining the right people. With Slack as their digital HQ, service agents can more easily share information, track issues and reduce time to resolution.įrom quickly ramping up new agents to efficiently resolving customer issues, here’s how top companies are using Slack to create a better experience for customers and service teams alike. That’s why great companies like Intuit and Influx are leveraging Slack to power their customer service operations. But it’s especially demanding in today’s digital-first world, with so many agents working remotely and customer needs evolving so rapidly. Providing great customer service has always been a challenge.
0 Comments
Leave a Reply. |