In just 60 minutes – plus additional resources, learn how real-time agent coaching creates long term customer loyalty.
Adjusting to the realities of working in today’s pandemic-driven world is difficult for contact center supervisors and agents alike. Unfortunately, legacy quality management and coaching can only help your customer service team so much. Why? Because the average person forgets 70% of what they learn in a training session after just 24 hours.

Learn how real-time coaching is helping close the training gap so every agent can deliver consistent customer satisfaction with every interaction.

What you can expect

  • Learn how to fine-tune training at the organization level
  • Discover how real-time agent coaching is closing the training gap
  • Get tips on how to personalize agent coaching
  • Find out how agent interactions influence customer loyalty

Presenters:
Paul Stockford
President and Chief Analyst
Saddletree Research

Paul is the President and Chief Analyst at Saddletree Research, which focuses its research efforts on innovative, high-growth-potential companies, technologies, and solutions in the contact center industry. He has also done contact center research and analysis at Cahners In-Stat Group, Vanguard Communications, and Dataquest. Paul is currently a member of the board of directors at the National Association of Call Centers (NACC), where he also serves as research director.
Tamsin Dollin
Senior Product Marketing Manager, CXone
NICE

Tamsin has a passion for “connecting the dots” on what it takes to deliver a better customer experience in today’s digital world. Prior to marketing, she spent 20+ years in high-tech as a docs writer and contact center trainer.
Abby Monaco
Senior Product Marketing Manager, CXone
NICE

Abby brings over 20 years of experience in product management and marketing direction in software and technology. She plays a key role in articulating and promoting the value and competitive advantages of NICE analytics and AI solutions.