Craig Mendel

Head of Customer Success and Support Tyro

24 FEBRUARY 2021: HYBRID DAY 2

Wednesday, February 24th, 2021

2:20 PM Leadership Pertaining to the Modern Employee: Mapping Generational Differences to Accommodate Different Learning Styles, Creating Lifetime Employees

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.

  • Having an agile leadership structure to upskill and train team members based on their individual learning style
  • Creating a retention strategy to ensure agents remain in the workforce past the 30-day mark
  • Implementing gamification, microlearning and real-time feedback to maintain learning engagement

Panelists:

26 FEBRUARY 2021: POST-CONFERENCE MASTERCLASS DAY

Friday, February 26th, 2021

12:00 PM AGENT EXPERIENCE AND CONTINUOUS DEVELOPMENT PROGRAMS: KEEPING YOUR TEAMS ENGAGED IN A CONSTANTLY DISRUPTED ENVIRONMENT

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.

  • Determine ways to improve staff training and complex client interactions for a lifted customer experience
  • Creating a seamless experience within the agents daily tasks through more advanced technologies such as knowledge management systems and real-time CRM
  • Finding new ways to mentor and train internal teams to improve retention by up to 30%

In-Person Facilitator & Virtual Facilitator: