How to improve agent onboarding

While you’re onboarding agents, a fair amount of time is spent learning new systems and understanding where to find knowledge. Why hasn’t this problem been solved? The industry is always solving for better tech but nothing that directly impacts the frontline support teams.

Aptedge is now solving this huge pain during onboarding existing and new agents by connecting all knowledge base systems into one easy to use platform. We are helping agents not only find knowledge but ensuring we surface the most up to date and relevant knowledge.

What is agent onboarding

Agent onboarding is an important process in the contact center industry. The process of training new agents and getting them up to speed on the company's products, policies, and procedures is a painful process being that it involves several different systems.

The success of a contact center depends on the ability of its agents to effectively handle customer inquiries and provide high-quality customer service. Without proper onboarding, new agents may struggle to understand their role and responsibilities, which can lead to poor performance and a negative impact on customer satisfaction, ultimately high attrition.

Why is agent onboarding important

Onboarding also helps to ensure that new agents are equipped with the knowledge and skills they need to handle customer interactions in a professional and efficient manner. This can help to reduce the number of mistakes and misunderstandings that can occur during customer interactions, leading to a better overall customer experience.

Aptedge is now solving this huge pain during onboarding existing and new agents by connecting all knowledge base systems into one easy to use platform. We are helping agents not only find knowledge but ensuring we surface the most up to date and relevant knowledge.

Effective agent onboarding can help reduce turnover and improve retention. When new agents feel confident and understand the systems they are using in their new role, they are more likely to stay with the company and continue to provide high-quality customer service.

Overall, agent onboarding is a crucial process in the contact center industry. AptEdge is helping solve this problem by ensuring all agents feel confident with the knowledge that is being provided back to them.