High-Performance Agent Development in Contact Centers: Top Experts Reveal Secrets



Contact Center Virtual Summit


The third step (Step 1, Step 2) in the contact center agent journey is about developing high-performing agents. Once agents move beyond your on-boarding process and their new hire learning curve, it’s time to focus on enabling their performance.

While some people in frontline roles excel at a faster rate than others, performance lifts are possible among the bulk of your agents. In some cases, technology has been a major factor in performance gains. In other situations, changes in practices and procedures have generate performance gains.

It’s important to note that you want to be certain not to place too high of an expectation on technology to fix systemic causes preventing higher agent performance. Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. If fact, most often technology has accelerated poor performance in these instances.

Conference Coverts to On-demand Learning

The Contact Center Virtual Summit has the benefits of a conference, integrated into your day because it converts from conference into an on-demand learning system. You can get access to high-performance agent development expert insights and tools anytime, anywhere.

More than 35 industry experts deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents.

CCVS Playbook and Planner

The CCVS Playbook and Planner helps you get the most out of this epic summit. In the CCVS Playbook and Planner you’ll be able see the Expert Sessions for high-performance agent development and more.

Getting Free Access

Expert Sessions START & EXPIRE AT 9am ET each day. You’ll have 24 hours to watch sessions after they are released, unless you have an All Access Pass which gives you UNLIMITED access and fast action bonuses for an entire year (on-demand from anywhere).

Speaker Faculty on High-Performance Successful Agent Development

As I mentioned, the third step (Step 1, Step 2) in the contact center agent journey comes with developing high-performance. At the Contact Center Virtual Summit, you’ll get the opportunity to learn from industry experts that will help to guide your thinking and idea creation on agent development.

The Speaker Lineup for the High-Performance agent Development is:

OPENING SESSION – High-Performance Agent Development in Contact Centers

Vicki Herrell Executive Director, QATC and SWPP

Vicki Herrell shares contact center industry opportunities on high-performance agent development in contact centers and common mistakes to avoid.

About Vicki Herrell: Vicki serves as the Executive Director of the Society of Workforce Planning Professionals (SWPP) and the Quality Assurance & Training Connection (QATC) and has been at the helm of both associations since their inception. Vicki has over 20 years of experience in the call center and workforce management industry.

EXPERT SESSION – HI+AI – The Right Formula for Performance Management

Jim Iyoob Chief Customer Officer​​, Etech Global Services

Learn the importance of the right combination of people and software when managing agent performance and customer experience.

About Jim Iyoob: Jim has responsibility for Etech’s marketing, business development, program implementation and product development across all of Etech’s existing lines of business – Etech, Etech Insights, Etech Technology Solutions (ETS), and Etech Social Media Solutions. Jim has 30+ years of contact center outsourcing experience in inbound, outbound, chat operations, and social media management spanning across the globe; His expertise includes operational performance management, e-commerce sales and service with an impeccable track record of innovation and advanced business intelligence.

EXPERT SESSION – Critical Questions to Address to Avoid Speech Analytics Failure

Roger Lee ​​Customer Success Leader, Gridspace

All speech analytic platforms are the same – Myth or Reality

There are similarities among speech analytics platforms, but there are distinct differences. As you evaluate your existing speech analytics tool or prepare to invest in one, it is important that you are armed with the right questions to ask in order to make an informed decision.

About Roger Lee: Roger Lee is responsible for all facets of the customer experience for Gridspace. Roger has more than two decades of combined experience in finance, operations and services management and quality. He has held several leadership positions and been characterized as an “other-centered leader” who fosters a transparent environment with an emphasis on engaging and actively listening to all staff and customers. In 2018 and 2019, Roger served as a judge for the Stevie Awards for the customer service and sales category and evaluated over 120 nominations.

EXPERT SESSION – Creating Coachable Moments Through Speech and Text Analytics

Jeff Gallino CTO And Founder, CallMiner

our contact center is always looking for ways to maximize agent conversations to better your business and create more positive customer experiences. Hear how to create a culture of stronger agent performance through coachable moments including automated QA and additional analytics insights from every conversation.

About Jeff Gallino: Jeff is CallMiner’s co-founder and Chief Technical Officer and oversees research, language development, and future product direction. Jeff has more than 25 years of experience delivering complex software and hardware solutions to enterprise and government customers. He holds a BS degree in computer science from the United States Air Force Academy.

EXPERT SESSION – Scoreless QA: How to Focus On Behaviors And Forget About The Numbers

Justin Robbins Contact Center Evangelist | Content Marketing Strategist | Keynote Speaker

Have you ever felt like your agents were more focused on achieving a score than improving their performance? The truth is that when quality assurance programs focus on achieving a specific score, everyone loses. In this session, Justin Robbins equips contact center leaders with a Scoreless QA framework for focusing on behaviors and forgetting about the numbers.

About Justin Robbins: Justin is a customer service expert, professional speaker, and business consultant that helps contact center and customer service teams develop quality assurance, coaching, and training programs that drive sustainable performance improvement. 

EXPERT SESSION – How Consistent is Your Service?

Brian Flagg President, Flagg and Associates

How consistent is the service your call center delivers? How do you know? If you are managing to averages, such as answer speed and resolved on call, you are not managing variability. Variability in service translates to variability in the customer experience, and hence satisfaction. Brian will give an overview of how to begin measuring and managing variability.

About Brian Flagg: Brian Flagg has been in service and support roles for nearly 30 years, working for IBM, Target, Texas.gov and Medtronic, where he transformed organizations through the application of process improvement and technology. Brian is the author of Contact Center Excellence, exploring advanced concepts and techniques in contact center operations management.

EXPERT SESSION – Motivating in a Digital World  

Jackie Morales Chief Insurance Officer, Bestow

The world is a changing place and the role of the CSR is not just about answering phones. What is expected in this new age and how do CSRs adapt for success in this new world!

About Jackie Morales: Jackie is the Chief Insurance Officer of Bestow, a leading life insurance technology company democratizing access to innovative financial solutions.

Prior to joining Bestow, Jackie was with LGA as their Chief Operating Officer. In her more than 20 years’ experience as a life insurance executive, she has focused on advancements in digital innovation, systems hardware and software design and upgrades, and has been a driver of the use of data analytics to improve the customer experience. She has worked for Americo Life, UICI, Lincoln Financial Group and AXA.

EXPERT SESSION – Live Chat Quality Isn’t Good Enough; How to Help Agents Write Better Chat Right Away  

Leslie O’Flahavan Owner, ​E-WRITE

Live chat isn’t a shiny new customer service channel anymore. It’s been around for years, and we have solved some of its early problems. But overall, the quality of live chat still isn’t good enough. Poorly written chats drag on too long; CSRs require customers to repeat information, and support teams squander the per-contact savings they were counting on when they implemented chat.

About Jackie Morales: Leslie helps CSRs write better email, chat, social media, SMS, and chatbots. She provides hands-on writing training, develops quality scorecards, and rewrites knowledgebases. Her clients are international airlines, Fortune 500s, startups, nonprofits, & more. For Lynda.com, Leslie’s author of three customer service writing courses. She’s author of the workbook Clear.

EXPERT SESSION – Live Chat Quality Isn’t Good Enough; How to Help Agents Write Better Chat Right Away  

Lisa Oswald ​Senior Vice President, Global Customer Service, Travelzoo

Traditional QA forms are the cornerstone of most companies’ quality measures. But how do you know if what you’re measuring is important to your customers? Research shows QA scores are not correlated with customer satisfaction, yet we continue to confuse QA results with customer experience. Travelzoo threw out its legacy QA checklist and devised a new approach that is improving cx and puts agents in control of their pay for performance incentives.

About Lisa Oswald: Lisa is SVP of customer service for Travelzoo, a global media commerce company. She joined Travelzoo in 2011 in support of its 28 million members, overseeing customer and client services, product operations, and customer insights. Lisa is a customer strategy and operations leader with 20-years of success building world-class sales and service organizations for consumer brands in the digital and physical world.

EXPERT SESSION – Supercharge the Impact Of Agent Coaching With 3 Practical Tools You Can Implement Today

Rebecca Gibson Workplace Learning And Performance Consultant, Gibson Learning And Performance

You rely on supervisors’ ability to drive high performance, inspire engagement, check turnover, and model culture, mission and goals. This requires coaching conversations that are part pragmatic and one part heart. Join Rebecca Gibson for the practical insights you need to clarify coaching expectations, assess coaching proficiency, and measure the impact of coaching conversations.

About Rebecca Gibson: Rebecca has a gift for creating and implementing performance improvement initiatives that support individual and organizational key initiatives. With extensive knowledge in adult learning, instructional design, program measurement and evaluation, she specializes in practical, creative approaches to training, employee development, performance management, and quality.

Contact Center Industry Facts

Complexity is growing and the strategic importance of the contact center has become dramatically more important. What this means for you is that you raise your effort and focus on industry learning and education.

Until the Contact Center Virtual Summit, contact center learning at scale was impossible. But the future is here.

Join the Community

In addition to attending expert speaker sessions you must interact and build your peer network in our Contact Center Virtual Summit Private Facebook Group. Come ask questions, interact with the Speaker Faculty, help others, and gain perspectives.

Where do you go from here?

As a contact center professional, you must commit to life-long learning. It’s time to start your journey of continuous learning with and Vicki Herrell, Justin Robbins, Jim Iyoob, Jeff Gallino, Jackie Morales, Leslie O’Flahavan, Brian Flagg, Lisa Oswald, Rebecca Gibson and Roger Lee…today.

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