How to Better Support your Agents in the COVID New Normal - with Kelly Brickley

Kelly Brickley is a Business Development Manager at Pyrios, an AGC Black Box company. She has more than 25 years’ experience in the contact center industry internationally, including 7 years with ICMI as their Director of Educational Services based in Southern California.

She shares her thoughts on how to better support your Agents post-COVID.

Top 3 Tips:

Provide online resources customers can use to resolve their issues themselves (15:19).

With self-service options taking some of the pressure off Agents, they now have an opportunity to be proactive with customers; reaching out, educating them, and doing more for them (15:48).

It’s time to look at how bots can fit into your strategy. They’re becoming very useful in assisting Agents mid-call, serving up answers straight away which saves Agents from trawling though the knowledge base (03:07).

You'll Learn:

A best-practice approach to provide real-time support to remote Agents (03:57).

Why call analytics is the future of Quality Assurance (08:00).

How leading contact centres are changing the way they do coaching (10:03).

Connect with Kelly here: https://www.linkedin.com/in/kelly-brickley-2b04692/

If your priorities include boosting employee engagement, lifting customer experience, or increasing your focus on coaching and development, I can help you out with a few ideas that you can steal. Send me an email (at blairs@bravatrak.com) and we can organize a 15-minute call over Zoom or Teams.