In a remote working environment, being able to train and upskill your people needs to be done through a structured yet agile approach.
This session will look at the different scripts and methods contact centre leaders can employ to train and upskill their remote workforce. It
is here we will delve into the different personality and learning traits of agents. Each personality type will need a different approach to become the future omni agent who can do it all.
With the future workforce driven towards a flexible, remote working environment, contact centre leaders will soon find new challenges in engaging team members and driving ongoing productivity. After all, how do you trust your agents to deliver an end-to-end customer experience when they are at home?
With contact centres notorious for their high turnover rates, agent engagement has become critical to ensuring training and investment strategies are put to good use. One way these organisations can work to engage their team members and bring interest to the overall centre is through mentorship programs and the overall employee experience.
This workshop will discuss the importance of agent experience and the integration of a fully-advanced contact centre. Learn how, despite the introduction of ongoing technologies and more complex customer enquiries, agents can remain engaged and unified through one brand voice.
This workshop is designed for all contact centre leaders, service design and operation managers who wish to improve retention and staff productivity.
In-Person Facilitator & Virtual Facilitator: