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Media Partners' Fill the Glass Call Center Training Solution Boosts Soft Skills
While classroom instruction still has a place in call center workforce training, many call centers are turning to more engaging content to help train workers and hone their customer support skills. Gamified solutions that work a bit like video games – with workers ascending levels and earning points or badges – have helped fill in some of the gaps. But humans learn by doing, and simulations are one of the best tools call centers can employ to build skills.
Learning customer support techniques is particularly important in the era of COVID-19, which has led to countless of tales of cranky customers. Employees need to learn techniques to please customers and deescalate aggressive or angry callers.
Training solutions provider Media Partners Corporation recently introduced a new e-learning solution called Fill the Glass, which the company says raises service levels by teaching frontline employees how to connect with customers in honest, meaningful ways via the development of soft skills. Fill the Glass uses video recreations of customer service viral success stories to teach employees to recognize and embrace opportunities to improve customer engagement. In this way, Fill the Glass is uniquely designed to help customer service employees initiate meaningful connections, leading to better employee retention and customer loyalty, according to the company.
"Humanizing customer service is about empowering employees to show empathy," said Media Partners Corp. Chief Revenue Officer Mike Masters in a statement. "Aligned with a societal desire for increased kindness, Fill the Glass helps improve employee job satisfaction and provides memorable experiences for customers."
The company notes that today, 84 percent of younger employees are seeking meaning in their work, which means that workplaces must encourage empathetic connections with customers to develop a company culture that goes beyond simply providing a paycheck. Seventy-one percent of consumers reward empathy with brand loyalty and 91 percent say a positive experience leads to repeat business.
Edited by Luke Bellos