Jaysa Boyer

National Director of Corporate Alliance United Medical Academy

Wednesday, August 26

Wednesday, August 26th, 2020

1:30 PM Pivot with Confidence: How to Train and Engage a Dispersed Contact Center Workforce

The pivot to a remote workforce happened quickly and with little to no warning. Beyond the transition and productivity ramp-up, contact center leaders are suddenly faced with a new and different L&D environment, one very different than the one they faced a mere six months ago. In this session, learn how the Ultimate Medical Academy and their network of contact center partners were able to pivot with confidence into a post-COVID world. In this session, we’ll examine:

- Development and execution of fully remote agent training programs

- How to maintain employee engagement and improve productivity in remote environment

- Strategies for remote agent recruitment

- Importance of mental health and emotional intelligence to agent retention and engagement