New technology that caters to the different learning styles and preferences of call centre workers has been launched.
'Love Your Agents,' the new 'user interface,' created by Sword Ciboodle and Capgemini has been based on academic research into learning styles and provides the worker with the ability to choose the version that best suits their individual cognitive style.
In the 70s, the ‘Rayner and Riding Cognitive Learning Styles’ research revealed that two groups exist – those who see things pictorially and those who see things as textual information. As such, Love Your Agents, nables agents to either opt for a pictorial interface or written stimuli.
"In these times of economic uncertainty, employee morale and customer satisfaction is of critical importance," said Kenny Bain, CEO of Sword Ciboodle EMEA. "When agents use contact centre software they are uncomfortable with, customer interactions are significantly less effective and duly more frustrating for contact centre staff. Through the new Love Your Agent offering, we not only create a contact centre with improved customer relations, but an environment with happier employees."
Paul McGlynn, head of alliance EMEA, at Sword Ciboodle, added: "The business rationale behind it is that there is a very strong correlation between agent satisfaction and customer satisfaction. By empowering them to use systems that are better tuned to their learning style we believe we are giving them a better tool to deliver better customer service on behalf of their organisations."
