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Agent Performance and Quality Training

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Content provided by BenchmarkPortal. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by BenchmarkPortal or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
Ever have a bad experience with a contact center agent? Why do you think this happened? One answer may be poor training or poor coaching – either way these situations can be avoided. Join us for our next discussion to hear Nancy Munro share tips and advice on how contact centers can build better and more effective training programs. Guest: Nancy Munro, CEO of Verbal Transactions, has over 28 years in helping organizations implement and deploy voice enablement solutions. Nancy has worked with organization’s like CVS, AT&T and Microsoft, helping them decipher how best to address performance challenges that align to their structural capabilities and revenue goals. Nancy pioneered voice-enabled technologies in the corporate space and was the first to launch an interactive audio role-playing simulator. Her current solutions leverage speech recognition and AI to provide a scalable and immersive learning application. Nancy speaks at various conferences such as the eLearning Guild, ASTD, and AA-ISP and was the Chair of the MIT Enterprise Forum of Chicago for three years.
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172 episodes

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Fetch error

Hmmm there seems to be a problem fetching this series right now. Last successful fetch was on January 29, 2025 19:35 (5M ago)

What now? This series will be checked again in the next day. If you believe it should be working, please verify the publisher's feed link below is valid and includes actual episode links. You can contact support to request the feed be immediately fetched.

Manage episode 239031554 series 1221116
Content provided by BenchmarkPortal. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by BenchmarkPortal or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
Ever have a bad experience with a contact center agent? Why do you think this happened? One answer may be poor training or poor coaching – either way these situations can be avoided. Join us for our next discussion to hear Nancy Munro share tips and advice on how contact centers can build better and more effective training programs. Guest: Nancy Munro, CEO of Verbal Transactions, has over 28 years in helping organizations implement and deploy voice enablement solutions. Nancy has worked with organization’s like CVS, AT&T and Microsoft, helping them decipher how best to address performance challenges that align to their structural capabilities and revenue goals. Nancy pioneered voice-enabled technologies in the corporate space and was the first to launch an interactive audio role-playing simulator. Her current solutions leverage speech recognition and AI to provide a scalable and immersive learning application. Nancy speaks at various conferences such as the eLearning Guild, ASTD, and AA-ISP and was the Chair of the MIT Enterprise Forum of Chicago for three years.
  continue reading

172 episodes

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