Michael Dyson

Head of Capability and Experience Design NBN Co


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