Customer Resources

Webinar: Mastering the Hybrid Contact Center Workforce

Unleashing Strategies for Speed to Proficiency and Employee Retention

Presenter: Casey Denby, VP of Sales
Date: September 6, 2023

As you build onboarding for new hires, you have many goals in mind, but two of your key metrics for success are Speed to Proficiency and Employee Retention. Improving these outcomes can often be a challenge, particularly in an expanding hybrid workforce environment.

In this webinar, Casey Denby, a former Contact Center Leader, and training thought leader, will share best practices and tools for accelerating the development of a proficient and confident team of agents with improved retention rates and better customer experiences.

You’ll learn:

  • Key challenges of developing a best-in-class contact center workforce.
  • The most effective methods to onboard new hires in a global hybrid workforce
  • How to build up agent confidence and sustained performance
  • Product Demo: How to best scale onboarding consistency and performance via AI technology
Zenarate-Webinar-Mastering-Hybrid-Contact-Center-Workforce

Register to View Webinar

Related Resources

Webinars
Join Allison Sadler, the Chief Learning Officer of USAA, and Casey Denby, VP and former training leader, to learn more about the methodologies and underlying principles of AI Simulation Training and tips for implementing the best onboarding and training program for your contact center.
Whitepapers
Download this white paper to learn how retail customer service agents can better deliver on business values through immersive learning and AI simulation training. In this white paper we’ll look at the evolving challenges and how to best address the shifting dynamics of customer behavior. Last, we’ll share insights into the role of more engaging and immersive training in developing top-performing agents and the benefits of these new methods.
Articles, Press Releases

Skill-Focused Training: Beyond Memorization to Mastery

Read this article on how AI-driven training offers new opportunities to transcend the traditional approach of memorization-heavy learning to embrace skill development as its cornerstone.
Scroll to Top