Why Performance-Based Training Requires Automation

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Presented by

Mike Roberts, Citi; Trey Fischer, Kat Lan Tat Services; Dan McCann, SymTrain

About this talk

Contact Centers are relied upon to deliver the customer promise. While the challenge to ensure a superior customer experience through training and retention has always been a seemingly never-ending battle, 2020 thrust increased demands on trainers and trainees alike. It upended organizational objectives, expectations, and resources. In this panel discussion you'll learn not only why work simulations have propelled performance-based training, but also how the latest technology gives organizations the opportunity to create, manage, and deploy real world simulations that reduce training time, improve agent performance, and increase retention. You'll learn about peer company results along with a CCNG sponsored survey that resulted in a white paper: 5 Reasons Performance-Based Training in Contact Centers Requires Automation.

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