Why Performance-Based Training Requires Automation

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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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.