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Meaningful Agent Training for Meaningful Customer Experiences

Tuesday Mar 24, 2:00 PM – 3:00 PM EDT — Sign Up For Events



Agents have the greatest impact on CX, and customer service requests are more complex than ever. So why do most contact centers still spend more time training agents on systems than on the high-value skills needed to deliver exceptional customer experiences?

 Agent onboarding typically focuses on the basics of a contact center’s tools and processes- rather than developing the skills of communication, problem resolution and service that are integral to a customer-centric culture. In addition, ongoing training generally takes a one-size-fits-all approach. But in reality, employees really need more personalized training and coaching to close agent-specific skill gaps.

 With other competing priorities, training is often an afterthought. But contact centers need to act smarter to maximize time by focusing on the right training that most impact the customer experience.

Participate in a live discussion of coaching and training strategies to:

  • Identify the most important, value-added focus areas for training in the context of the customer experience
  • Creating a more effective training program from onboarding through agent maturity
  • Facilitate more meaningful and personalized agent coaching conversations to enable them to best serve customers
  • Find more time in the day for training and coaching to ultimately move the CX needle.


  • Presenter:

    Lauren Comer, Sr. Product Marketing Manager, NICE inContact

    NICE inContact.Lauren Comer Lauren Comer, NICE inContact

    Lauren focuses on Workforce Optimization. Prior to her role in marketing, Lauren spent time with NICE inContact in Sales Engineering and Business Consulting. She previously led customer service and sales teams at Monsanto and Bank of America, gaining real-world contact center insights and perspective on how NICE inContact can help organizations create meaningful customer experiences.