A recent Gartner survey found that only 14 percent of customer service issues are fully resolved through self-service. Consumers want live support to solve their problems, which makes such interactions crucial opportunities for enhancing customer experience and strengthening customer relationships. These interactions can be particularly challenging in the energy and utility sector, often requiring complex problem-solving. This raises a crucial question: What do customer support agents need to do differently to improve service levels?
Utility customer support agents need advanced skills to address complex billing issues, support vulnerable customers, and manage diverse payment plans and settlements. To meet these growing demands, utility contact centers must develop "power agents" — service advisors equipped with both technical expertise and interpersonal finesse. Digitally simulated training is emerging as the ideal solution to build teams of astute and experienced agents. By providing immersive, hands-on learning experiences, this innovative approach helps agents hone skills and deliver exceptional Customer Experiences (CX), driving excellence across the organization.
Improving Training Outcomes with AI-based Scenario Simulations
Scenario-based simulated training is a dynamic and engaging learning approach that equips agents with the skills to navigate a wide range of customer interactions.
This method places agents in realistic role-play scenarios that mimic real-world customer interactions. Most contact centers lack such immersive training, leaving new agents susceptible to errors and longer learning curves. Struggling with unpredictable situations leads to delays and mistakes that ultimately affect service quality.
AI-based training simulations allow agents to apply their knowledge, problem-solving abilities and communication skills in a controlled environment, drastically reducing their speed-to-proficiency. By addressing customer needs promptly, effectively and professionally during these exercises, agents gain practical know-how that prepares them to handle even the most complex challenges. This hands-on approach improves customer satisfaction and service outcomes and enhances revenue assurance by enabling faster issue resolution. Additionally, it helps reduce attrition rates, as agents who feel confident and competent are more likely to stay engaged and satisfied in their roles.
Artificial Intelligence (AI) is a Game-changer for Training Effectiveness
AI-powered tools are revolutionizing the way agents are trained, making the process more efficient and impactful. These tools enable automatic analyses of customer interactions, providing valuable insights into recurring issues and communication gaps. For example, AI can identify common pain points, highlight areas for improvement and help agents refine their approach, such as reducing awkward pauses or resolving recurring customer frustrations. Here are a few areas where AI is invaluable:
AI-driven Training for CX Excellence
AI-driven simulations and analytics, forming the cornerstone of modern customer support training programs, rest on three foundational pillars:
Leveraging Data to Address Training Gaps
Measuring the training effectiveness through key parameters is essential for optimizing training content, delivery methods and knowledge resources. Contact centers can utilize several tools to assess the impact of training on agents. By analyzing customer interactions, operations managers can track and monitor Key Performance Indicators (KPIs) such as average handling times, first-call resolution rates, Customer Satisfaction (CSAT) scores and service levels.
Data from clickstream analysis and AI-driven performance models can offer valuable insights on both individual and group training needs. These insights allow contact centers to refine and iterate training strategies, ensuring continuous improvements in agent performance and CX delivery.
Forging Ahead with Power Agents
A digitally simulated training environment allows customer support agents to attain excellence in customer interactions by focusing on faster issue resolution with streamlined processes and AI-driven insights, improving CSAT and Net Promoter Score (NPS).
With a workforce of digitally trained power agents, energy and utility organizations can dial down the performance pressure that operations teams currently face and open the door to delivering experiences that match customer expectations.
Contact us to know how WNS’ AI-powered immersive digital training hub can help your organization crack the code to CX excellence.