Agent Performance and Quality Training

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.