Training Days for the Fuse^® Contact Center

By Jacob  Bates

6:00 AM: The alarm goes off for the first time.

6:45 AM: The alarm goes off for the fifth time.

8:07 AM: You find yourself in your classroom seat dreading the lecture you are about to receive, hoping that this isn’t the long awaited PowerPoint presentation that will lead to your demise.

9:24 AM: You find yourself slowly nodding off for your morning nap, the monotonous voice of your instructor providing a soothing tone that seems to induce a state of tranquility.

We all have fond memories of our mornings spent in the classroom from a young age, listening to the dull lectures where teachers and professors would dictate their intellectual knowledge to the students. (Well, maybe we tried to forget those parts.) But what we do remember are the exciting times when we got to actively engage in our learning and apply those seemingly boring theories in a hands-on environment. Those powerful learning opportunities allowed us to make use of intellectual concepts in a real world setting. In many cases the learning – or even the mistakes – that ensued was what stuck with us moving forward into our adult lives.

Fuse Contact Center agents get out of the classroom for interactive experiences in the field.

As adult learners, our learning process really isn’t much different than that of our youth. Recognizing these important educational concepts has helped AGCO’s Global Advanced Technology Solutions (ATS) Training team and other supporters within AGCO develop and implement a top-notch training platform for the agents at the Fuse^® Contact Center. The Fuse Contact Center provides setup, calibration and operation assistance for customers using AGCO’s technology products. From the time an agent starts their role with the Fuse Contact Center, they are continuously educated. This begins with a solid foundation in the principles of Fuse Technologies products, AGCO’s machine and implements portfolio, and formal training in customer service skills.

Once this foundation has been laid, the agents take part in intensive field training activities where they have the opportunity to apply the concepts they’ve been learning in a real farming environment. As agents mature in their roles and areas of specialty within the group, the training continues to more advanced levels, allowing them to grow into the “expert” role for certain products that are supported. Back at the Fuse Contact Center the technologically advanced simulation systems allow the agents to maintain their skill level and provide the best support for customer calls.

Providing training in the field setting has been extremely rewarding. The constant level of enthusiasm and dedication that the agents show for Fuse Technologies is outstanding! They are always ready and excited to learn and apply new skills. This passion and product expertise has translated into world class customer service supporting operational, setup and calibration needs of customers using AGCO’s Fuse Technologies products – real people with real solutions, in real-time.

Jacob Bates is a Manager for AGCO’s Advanced Technology Solutions group, focusing on Global Service Training for Fuse Technologies. To learn more about the Fuse Contact Center, visit the Fuse website.