As the role of today’s contact center agent evolves and becomes more complex, it’s more important than ever to be confident that your new hire onboarding is truly effective. Adding to that complexity is the reality of a hybrid workforce, making effective training more challenging. How can AI help?

Join former training leader, Casey Denby, to learn key findings on CX Preferences derived from today’s consumers and what experience they truly expect when contacting your brand for support. Then dive into how you can drive higher speed to proficiency with new hires and improve the top metric for delivering the experience your customers expect and deserve. Dive into AI Simulation Training and see for yourself how you can develop a dispersed team of confident agents who are prepared to tackle the most complex call types before they ever talk to your customers.

In this session you will:

• Learn key insights on CX Preferences directly from your consumers and fellow contact center leadership about:

o  Human interactions are preferred over chatbots and automation

o  Resolutions occur at a higher rate with human agents

o  More key findings on CX Preferences impacting your business

• Experience the most effective methods to onboard new hires in a globally dispersed workforce, including:

o  How to best scale onboarding consistency & accountability

o  AI Simulation Training that drives key outcomes regardless of complexity

o  How to start shaping the future of your agent onboarding program