Virtual Training Approaches, Methods and Tools for Customer Care Organizations
Take away new ideas for enhancing the effectiveness of training for your remote associates.
- 12:30 PM
Event Assets
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Description
The health and safety of our members is the UWEBC’s top priority. UW–Madison is monitoring the COVID-19 situation in collaboration with local, state and federal agencies. Based on campus' guidance, this meeting will be held via web only to allow our members a convenient and safe way to attend.
Along with the rest of the economy and population, the contact center industry has experienced a jarring upheaval as a result of the COVID-19 pandemic – including a rapid pivot to reliance on a remote workforce for a great many organizations that had little or no experience with work-at-home. Among other challenges, this meant that a huge number of contact centers were forced to adopt a remote training model for agents with almost no preparation or lead time. In the early days of the crisis, simply getting training online was a success in itself.
Fast forward to today and many contact centers now have months of virtual training delivery experience under their belts (some have much more than that!). And, with some degree of work-at-home likely to remain a permanent fixture for many customer care operations post-pandemic, it's time to look at what organizations have learned about improving and optimizing remote training.
Join us for this interactive virtual forum during which you'll have the opportunity to learn about and discuss effective practices for the design and delivery of remote learning. We'll get valuable insight into "what works" from the Work From Home Alliance, as well as from Lands' End, WPS Health Solutions and other customer care organizations that have successfully transitioned to virtual training.
Agenda Items
| 9:00 AM | Opening Remarks and Plan for the Morning |
| Roger Paulson – UWEBC Customer Service Practice Director | |
| 9:20 AM | Subject Matter Expert Perspective: The Work from Home Alliance |
| Michele Rowan – President & CEO | |
| 10:00 AM | Member Practice Spotlight: Lands' End |
| Sandy Johns – Senior Manager, Learning & Development | |
| 10:40 AM | Break |
| 10:50 AM | Member Practice Spotlight: WPS Health Solutions |
| Paul Kern – Director, Operational Training & Quality Management Systems | |
| 11:30 AM | Breakout Discussions Introduction and Instructions |
| 11:40 AM | Breakout Discussions |
| 12:20 PM | Closing Remarks and Wrap-Up |
| 12:30 PM | Adjourn |
Additional Information
Location: Zoom MeetingContact: Events Team, events@uwebc.wisc.edu