Technology: Customer Care Industry: Financial Services Region: Americas
A global financial services organization recently decided to upgrade their contact center technology, both Cisco (Finesse) and third-party (eGain), across more than 15,000 agents in various locations around the world.
eGain easily integrates with Finesse for call reporting, password resets, and setting skill groups, however the company’s executives quickly realized that the upgraded tools were not easily intuitive and its contact center employees needed training to use the technology properly.
Recognizing this, the organization consulted Cisco’s User Solution Empowerment (USE) Adoption team for help on how to get all its agents comfortable using the new collaboration tools together.
After working with the account team to identify what tools the customer had purchased and for what purpose, the USE team engaged with the customer to determine its desired goals, current use cases, any glaring gaps, and how its agents currently utilized its contact center technology. The USE team had access to call reports and other technology usage metrics, which provided clear insights into how well the current tools were being utilized.
One of the key findings through this analysis was that ESL (English as a second language) agents had used the tools less often and with much less functionality. Consequently, the USE team suggested to the customer’s executives that a “Train the trainer” course be offered because of the language barriers. The Train the Trainer courses are a considered a high-touch service that facilitates two-way communication and learning.
After careful examination, the executives determined that the company would revisit the Train the Trainer option if things didn’t go as planned, and instead move forward with the second, less expensive recommendation - “self-paced interactive training.” This consisted of company-branded quick reference guides and videos that could be replicated in different languages. The USE team went to work quickly, identifying the top 5 languages that represented the primary language for the 15,000+ agents. It then created self-paced interactive training guides and videos for these agents, helping them learn and understand how to use the new tools to their advantage
After three weeks of training, the customer reported significant improvement in its agent’s utilization of its technology, especially with its ESL agents. In fact, its contact center employees also felt more comfortable with their technology platforms as a whole, showing signs of increased employee engagement. The customer was extremely satisfied and even noted upticks in the self-paced interactive training guides and videos after the USE team had left.
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