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

Register to View Webinar

Related Resources

In this webinar, McKinsey industry experts Paul Kline & Vinay Gupta join Casey Denby as they discuss how AI can help drive continuous improvement in today’s contact centers can result in better agent retention, higher CSAT/NPS scores, and improved call resolutions among other impacts.
Download this Guide to AI Simulation Training to leverage simulation training to learn how to develop customer service agents to deliver meaningful conversations and superior customer experiences
Download this White Paper on AI Simulation Training Within Business Process Outsourcing - A Modern Approach to How Agents Learn & Perform at Scale, to learn more about the ever-important contact center segment of the BPO business. With technological advancements and increasing customer demands, we’ll examine the challenges and opportunities of developing top-performing agents through AI-based training and upskilling.
Scroll to Top