Blog Post

Call center agents are social too: how social learning improves performance

Facebook and Twitter have become part of the American’s everyday vernacular. We spend countless hours watching videos on YouTube, e-mailing friends and researching everything from political candidates to sunburns online.

Chances are, when you have a question, the first thing you do is Google it.

Social networking is a modern phenomenon that crosses both age and socio-economic boundaries, and the call center is no exception. As agents have become increasingly comfortable with social learning in their personal lives, more and more companies are adopting social and informal learning platforms at work.

This type of learning offers agents an alternative way to learn, but also increases the performance of the entire agent population, because it encourages collaboration. Agents can share their knowledge and experience with their peers.

The result is mutually beneficial to the agents and the company as a whole. Not only does social learning improve overall agent performance and productivity, it promotes a more collaborative company culture, and ultimately, a higher level of customer service.

Think about it: through social platforms, agents are able to tap into arguably their most valuable knowledge source – fellow agents. By sharing experiences, information and advice, agents can learn from one another’s success and failures and avoid making the same mistakes.

Through social learning platforms, agents can share their expertise in a knowledge base that can be accessed across the entire agent population. Other social applications include discussion boards or blogs from various subject matter experts and some platforms even integrate with popular social media sites like Facebook and Twitter.

The information is always current because it is constantly being updated. The collaboration helps new employees become proficient faster and can ultimately lower training costs.

The best part is that agents can access this wealth of information during natural idle times between calls – and all without ever having to leave their desks.


About the author

Matt McConnell

Matt is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 300,000 call center agents around the world using Intradiem every day. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor's degree in industrial and systems engineering.

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