{"id":3815,"date":"2025-05-07T08:52:41","date_gmt":"2025-05-07T08:52:41","guid":{"rendered":"https:\/\/demo.sitespirit.co\/technical-test-5\/2025\/05\/07\/bagaimana-mempersiapkan-agent-dalam-ekosistem-kerja-modern\/"},"modified":"2026-01-26T21:06:41","modified_gmt":"2026-01-26T14:06:41","slug":"how-to-prepare-agents-for-the-modern-work-ecosystem","status":"publish","type":"post","link":"https:\/\/kpsg.com\/en\/insight\/how-to-prepare-agents-for-the-modern-work-ecosystem\/","title":{"rendered":"How to Prepare Agents in the Modern Work Ecosystem?"},"content":{"rendered":"<p>As time goes by, customers increasingly want fast, responsive, and personalized service. However, without the right communication skills, contact center agents can be overwhelmed handling their complaints.&nbsp;<\/p>\n\n\n\n<p>If customers feel unheard or the solution isn't appropriate, the impact can be significant\u2014from increased churn rates to a decline in brand reputation.\u00a0<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p class=\"has-medium-font-size\"><strong>The Key to a Competitive Contact Center&nbsp;<\/strong><\/p>\n\n\n\n<p>To remain competitive in 2025, contact center agents must master three key skills:&nbsp;&nbsp;<\/p>\n\n\n\n<p>\u2013 <strong>Empathy-Driven Communication<\/strong> \u2192 Understand customer emotions and provide more empathetic responses to increase customer satisfaction.\u00a0\u00a0<\/p>\n\n\n\n<p>\u2013 <strong>Active Listening<\/strong> \u2192 Listen carefully, capture customer needs, and provide appropriate solutions without asking repeatedly.\u00a0\u00a0<\/p>\n\n\n\n<p>\u2013 <strong>Problem-Solving Mindset<\/strong> \u2192 Think quickly and adaptively to solve problems effectively.\u00a0\u00a0<\/p>\n\n\n\n<p>However, skills alone aren't enough. Without ongoing training, agent performance can decline, and customer experience (CX) can be impacted. What's the best solution?\u00a0\u00a0<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p class=\"has-medium-font-size\"><strong>Sustainable Training Strategy&nbsp;&nbsp;<\/strong><\/p>\n\n\n\n<p>To ensure agents are always ready to face customers, modern training strategies must be implemented:&nbsp;&nbsp;<\/p>\n\n\n\n<p>\u2013 <strong>AI-Assisted Learning<\/strong> \u2192 AI-based learning personalization to be more relevant and efficient.\u00a0\u00a0<\/p>\n\n\n\n<p>\u2013 <strong>Gamification<\/strong> \u2192 Increase agent motivation through reward systems and healthy competition.\u00a0\u00a0<\/p>\n\n\n\n<p>\u2013 <strong>Real-Time Coaching<\/strong> \u2192 Provides instant feedback for immediate performance improvement.\u00a0\u00a0<\/p>\n\n\n\n<p>These three strategies have been proven to increase productivity, job satisfaction, and agent retention. With a more adaptive, data-driven approach, businesses can ensure every customer interaction is more effective and positively impacts brand loyalty.\u00a0\u00a0<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p class=\"has-medium-font-size\"><strong>Is your team ready?&nbsp;&nbsp;<\/strong><\/p>\n\n\n\n<p>Improve service quality with essential skills and technology-based training. <a href=\"https:\/\/kpsg.com\/en\/contact-us\/\">With the best experience and solutions, we help your business<\/a> creating superior agents in facing the challenges of the modern work ecosystem.\u00a0<\/p>","protected":false},"excerpt":{"rendered":"<p>Seiring berjalannya waktu, customer semakin menginginkan layanan yang cepat, responsif, dan personal. Namun, tanpa keterampilan komunikasi yang tepat, agent contact center bisa kewalahan menangani keluhan mereka.&nbsp; Jika customer merasa tidak didengar atau solusinya tidak sesuai, dampaknya bisa sangat besar\u2014mulai dari meningkatnya churn rate hingga turunnya reputasi brand.\u00a0 Kunci Contact Center Kompetitif&nbsp; Agar tetap kompetitif di [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":4410,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[44],"tags":[],"class_list":["post-3815","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-wawasan"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Bagaimana Mempersiapkan Agent dalam Ekosistem Kerja Modern? - KPSG<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kpsg.com\/en\/insight\/how-to-prepare-agents-for-the-modern-work-ecosystem\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Bagaimana Mempersiapkan Agent dalam Ekosistem Kerja Modern? - KPSG\" \/>\n<meta property=\"og:description\" content=\"Seiring berjalannya waktu, customer semakin menginginkan layanan yang cepat, responsif, dan personal. Namun, tanpa keterampilan komunikasi yang tepat, agent contact center bisa kewalahan menangani keluhan mereka.&nbsp; Jika customer merasa tidak didengar atau solusinya tidak sesuai, dampaknya bisa sangat besar\u2014mulai dari meningkatnya churn rate hingga turunnya reputasi brand.\u00a0 Kunci Contact Center Kompetitif&nbsp; Agar tetap kompetitif di [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/kpsg.com\/en\/insight\/how-to-prepare-agents-for-the-modern-work-ecosystem\/\" \/>\n<meta property=\"og:site_name\" content=\"KPSG\" \/>\n<meta property=\"article:published_time\" content=\"2025-05-07T08:52:41+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-01-26T14:06:41+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/kpsg.com\/wp-content\/uploads\/2025\/05\/61-ezgif.com-optiwebp.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"1320\" \/>\n\t<meta property=\"og:image:height\" content=\"330\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"author\" content=\"KPSG Editor\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"KPSG Editor\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/kpsg.com\/wawasan\/bagaimana-mempersiapkan-agent-dalam-ekosistem-kerja-modern\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/kpsg.com\/wawasan\/bagaimana-mempersiapkan-agent-dalam-ekosistem-kerja-modern\/\"},\"author\":{\"name\":\"KPSG Editor\",\"@id\":\"https:\/\/kpsg.com\/#\/schema\/person\/58935213e4a583d38864bcfb561eb48e\"},\"headline\":\"Bagaimana Mempersiapkan Agent dalam Ekosistem Kerja Modern?\",\"datePublished\":\"2025-05-07T08:52:41+00:00\",\"dateModified\":\"2026-01-26T14:06:41+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/kpsg.com\/wawasan\/bagaimana-mempersiapkan-agent-dalam-ekosistem-kerja-modern\/\"},\"wordCount\":266,\"publisher\":{\"@id\":\"https:\/\/kpsg.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/kpsg.com\/wawasan\/bagaimana-mempersiapkan-agent-dalam-ekosistem-kerja-modern\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/kpsg.com\/wp-content\/uploads\/2025\/05\/61-ezgif.com-optiwebp.webp\",\"articleSection\":[\"Wawasan\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/kpsg.com\/wawasan\/bagaimana-mempersiapkan-agent-dalam-ekosistem-kerja-modern\/\",\"url\":\"https:\/\/kpsg.com\/wawasan\/bagaimana-mempersiapkan-agent-dalam-ekosistem-kerja-modern\/\",\"name\":\"Bagaimana Mempersiapkan Agent dalam Ekosistem Kerja Modern? 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