In short, this is how you prepare your agents to help with your customers.
When training a new agent, you’ll teach them about your products and your customer support platform, as well as how they should troubleshoot problems and talk to customers. But your training cannot stop with the practicalities or your reps will feel wildly unprepared on their first day.
The best orientations also include customer service training activities that allow your agents to put theory into practice. Hold workshops, do role playing, and give tons of positive and negative feedback.
Nor should training stop once you’ve onboarded your new agents. Training should be an ongoing project for your support team, making sure everyone stays up to date on changing features, procedures, and support trends.