5 Tips for Budget-Friendly Training in the Modern Contact Center
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5 Tips for Budget-Friendly Training in the Modern Contact Center

Date Aired: April 23, 2015

Presenters: Justin Robbins, Jana Meyers, Joe Landers, Kristine Chisholm

Sponsor:

Oracle

Watch the webinar video below.

At ICMI, we’ve identified the top training needs of the modern contact center and have some ideas on low or no-cost ways for you to develop your team members.

As our contact centers evolve and expand into new channels to meet continuously changing customer demands, the need and requirement for in-depth, comprehensive training has only become greater.  While old principles and established methodologies will get you some of the way, it has become necessary to step into “unfamiliar territory” to fully meet the training needs of the modern agent.

As contact center leaders, it’s our obligation and responsibility to ensure that we’re providing our team with the tools, resources, and knowledge to be successful in their roles.  While we can and should continue to rely on many of the established practices of training in the past, new channels and new customer segments require us to continuously evaluate our topic matter and methodology for training.  That can be both costly and time-consuming.

At ICMI, we’ve identified the top training needs of the modern contact center and have some ideas on low or no-cost ways for you to develop your team members.

During this webinar you will learn:

  • Five critical concepts for training in the modern contact center
  • The three barriers to learning and how to overcome them
  • ICMI’s top tips for delivering budget-friendly training and development programs

Join us for this interactive and informative hour—complete with audience polls, case studies, best practices and live Q&A.



Presenters

Justin Robbins

Community Director, ICMI

Justin Robbins is a contact center and talent development expert with over a decade of experience leading customer service organizations. He got his start in contact centers as a teenager doing cold-call outbound sales for newspaper subscriptions. Since then, he's moved from agent to senior leader, worked in and with inbound and outbound centers ranging in size from 5 to 2500+, and gained experience in a number of industries including hospitality, technology, manufacturing, and education. Most recently, Justin developed the training and professional certification programs for the International Customer Management Institute and has personally trained thousands of individuals around the globe on contact center best practices.

As ICMI’s Community Manager, he leads their research programs, content direction, and the ICMI Global Contact Center Awards Program judging process. His infectious enthusiasm for the customer service industry has led him to be a writer, social enthusiast, and sought-after speaker on topics such as employee engagement, key performance indicators, and motivational business leadership.

You can reach Justin on-line at: www.twitter.com/justinmrobbins | www.linkedin.com/in/justinmrobbins | jrobbins@icmi.com

Jana Meyers

Jana Meyers

Director- Training, Development and Support, American Century Investments

As Director, Jana is responsible for oversight for training, blended learning, internal communications, performance support and project support for American Century’s Direct investor channel.

Jana Meyers joined American Century in the late 1990s and has had a widely-ranging financial services career, including residential and commercial real estate servicing, life and health insurance support and working as a registered representative in the mutual fund industry.

She has a Bachelor of Science degree in Business from Baker University; a Paralegal certificate from Johnson County Community College; and a Master of Business Administration in Finance from Keller Graduate School of Business.

Ms. Meyers has many years of management and quality assurance experience and has spoken at several quality conferences. She is a board member for the Quality Assurance and Training Connection (QATC) and a member of the Association for Talent Development (ATD).

Joe Landers, Oracle

Joe Landers

Client Success Manager, Oracle

Joe Landers, Client Success Manager at Oracle, helps organizations design a Customer Experience strategy that simultaneously delights customers and drives the bottom line. Joe has over 20 years of experience working as a manager of call center operations in the U.S. and overseas, including in outsourcing environments.

Kristine Chisolm

Kristine Chisholm

Customer Service/Training Administrator, ICMI

Kristine is Customer Service/Training Administrator for ICMI.  She assists with all aspects of the ICMI training business.


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Topics: Learning & Development, People Management

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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