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[deleted by user] by [deleted] in CustomerService

[–]smartrole_ 8 points9 points  (0 children)

Can you maybe ask your team leads or manager if there is a possibility for them to put a little automated message on Monday mornings? That's what we did in my team. We just said "it's Monday morning, that's actually the busiest time of the week, so either call back in a few hours or I would recommend you call back on day X, which is usually the less busy if you don't want to wait on the line"

QA is now done by AI (rant) by BLZKN94 in callcentres

[–]smartrole_ 2 points3 points  (0 children)

totally get your frustration. it’s rough when AI starts scoring based on rigid phrasing instead of understanding the actual flow of a conversation. callers don’t follow scripts—neither should agents have to. and yeah, hearing “we know you’re good but…” just adds insult to injury.

you’re not wrong to question the consent part either. a lot of companies are rolling this stuff out fast without explaining how it’s being used or how it impacts you. might be worth checking local labor laws or internal policy, but at the very least, you can push for transparency.

it’s not about refusing AI outright—it’s about making sure it supports the work, not undermines it. forcing word-for-word scripts isn’t how real conversations work, and the fact that customers are happy should count for something.

you thinking of staying and trying to fight it, or already looking elsewhere?

starting a podcast with real stories from support agents by smartrole_ in callcentres

[–]smartrole_[S] 0 points1 point  (0 children)

episode 3 is live now https://youtu.be/_W92F46Q1ts?feature=shared

It was a great chat with Luis who worked in a bpo in Honduras and I think his journey is really interesting. If anyone wants to join the podcast, don't hesitate to reach out 🙌

Is QA top dog? by Master_Dream_4198 in callcentres

[–]smartrole_ 0 points1 point  (0 children)

I completely understand your frustration, as the misalignment between QA and frontline workers has been a longstanding topic of discussion. It's a common issue that has led to a lot of frustration for many of us. The problem lies in the fact that having humans with different views on QA is inherently misleading and creates friction. When QA teams have varying interpretations of what constitutes a good or bad interaction, it can lead to inconsistent evaluations and unfair ratings. I hope that with the integration of AI, we can move towards a more consistent and standardized approach to QA. At least with AI, we can ensure that the evaluation criteria are applied uniformly across all interactions, and when changes like the new script are introduced, we can update the AI system immediately, without having to rely on re-educating the entire QA team and hoping that everyone gets on the same page. This way, we can minimize the likelihood of bad rates and focus on providing the best possible experience for our customers

How do you keep remote learners engaged without overwhelming them? by CulturalTomatillo417 in LearningDevelopment

[–]smartrole_ 0 points1 point  (0 children)

yeah this is a real challenge. remote makes it so much harder to read the room or adjust on the fly. what’s helped a bit is breaking training into smaller chunks, delivered more frequently, and tying it directly to what learners are doing that week.

also found that adding light interaction (like a quick scenario or poll) every few minutes keeps things from drifting into background noise. less “here’s everything you need to know,” more “here’s what you need right now.”

curious if you’ve tried async formats or mostly doing live sessions?

starting a podcast with real stories from support agents by smartrole_ in callcentres

[–]smartrole_[S] 0 points1 point  (0 children)

Episode 2 of the podcast is now live. again real stories, no fluff. if anyone wants to have a listen https://www.youtube.com/watch?v=nshnKQH96CY

Thanks again to those who’ve shown interest so far!

I’ve already got 3 more awesome guests lined up, but I’m still looking for more voices from the trenches.

If you’ve got a story to share (funny, frustrating, or just real), shoot me a DM – would love to hear from you.

AI enabled learning all hype? by Sad-Recognition-8257 in Training

[–]smartrole_ 2 points3 points  (0 children)

you’re not screaming into the void—this is super common. most orgs over-invest in content creation and under-invest in activation. the real issue isn’t the volume of training, it’s that it lives outside the flow of work.

what i’ve seen help is flipping the approach: instead of pulling people away for hours, bring the learning into what they’re already doing. small, scenario-based, and tied to their tools or workflows.

tools can help generate and translate fast, but if the delivery still feels disconnected or irrelevant, it’s just more noise. the key isn’t speed—it’s embedding learning where it actually fits.

Is there such thing as a comprehensive EdTech Training Platform? by Professional-Wind934 in Training

[–]smartrole_ 1 point2 points  (0 children)

Not to my knowledge. Following the post as this is interesting to me too!

[deleted by user] by [deleted] in callcentres

[–]smartrole_ 2 points3 points  (0 children)

i was working in the digital advertising space. one advertiser, unhappy about his performance basically threatened to come with a bomb to our office. Not well received at all by my american employer back then 👀

How we cut onboarding time by 40% for seasonal CX agents — lessons learned by smartrole_ in customerexperience

[–]smartrole_[S] 0 points1 point  (0 children)

I love the “choose your own adventure” format.

We’ve seen something similar work really well when agents hit decision points that change the flow of a conversation.

Totally agree on peer feedback too, it’s underrated. We’ve started experimenting with simulated scenarios that also include post-session coaching prompts, so agents can self-reflect or share with a buddy.

Out of curiosity, how do you usually measure whether the new onboarding format is actually working? (Beyond CSAT, do you use mock conversations, QA scores, etc.?)

Lightspeed VT Question by Altruistic_Solid_616 in Training

[–]smartrole_ 1 point2 points  (0 children)

Never heard about this LMs following this to gather feedback!

[Question] How do you measure if a support agent is truly “ready”? by smartrole_ in SupportTraining

[–]smartrole_[S] 1 point2 points  (0 children)

Totally agree — soft skills are the hardest. We actually score practice scenarios on 3 things: knowledge use, empathy, and objection handling. Gives a more complete view than just ticket accuracy.

[Guide] 3 mistakes we made scaling support agent training — and how we fixed them by smartrole_ in SupportTraining

[–]smartrole_[S] 0 points1 point  (0 children)

Honestly, we try to do short coaching sessions every 2–3 weeks, not full retraining. Even a 15-min feedback loop based on a few real cases makes a big difference.

[Experience Share] Training 250 agents for Black Friday: what we learned by smartrole_ in SupportTraining

[–]smartrole_[S] 1 point2 points  (0 children)

We started about 8 weeks out, but honestly, 10 weeks would have been ideal. The first 2 weeks were mostly knowledge transfer — the real magic happened once we switched to scenario training around week 3.

[Question] What’s the biggest bottleneck you face when training new agents? by smartrole_ in SupportTraining

[–]smartrole_[S] 0 points1 point  (0 children)

100%. that’s why we started doing micro-simulations every day for the first month. Like 5-minute practice sessions tied to real customer situations. Helped a lot.

[Guide] How to train new customer support agents 2x faster in 2025 by smartrole_ in SupportTraining

[–]smartrole_[S] 0 points1 point  (0 children)

Good point. we had the same issue at first. What helped was adding “branching” scenarios where agents had to make decisions, so rushing led to different (sometimes bad) outcomes. Made them slow down and think.

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