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The Contact Center Training Evolution

23 Mar 2023
2:00pm - 3:00pm EDT

The contact center training evolution

Every time there is a bad customer interaction, the first question is what could we do differently in training. Training itself continues to evolve from classroom to virtual, from retention to understanding. More and more contact center professionals are saying they want less formal training and more enablement, less "just in case" training and more "just in time" training. Let us reimagine what training actually means in a changing contact center world.What are the implications of these changes for contact center leaders?


Meet your member facilitators: 

Amas Tenumah 

Amas is  a humanist, futurist, and storyteller. He is the host of the #1 Contact center Podcast and author of 4 books. He is a sought after adviser for companies of all sizes and governmental agencies. His work has been featured on Forbes, The Huffington Post, Entrepreneur and other business journals for thought leadership. His books include Waiting for Service, The Curated Experience, The Joyful Stoic, and No One Wants Customer Service.

Amayea Maat 

Amayea comes from fortune 500 / 100 companies like Xerox and Intuit. Having spent the bulk of her career leading customer support/ client services organizations she has been
phenomenally successful utilizing change leadership, organizational effectiveness, professional development, and process improvement strategies.
She fell in love with empowering people to reach goals they never thought possible. In addition to supporting large organizations, she also has an affinity for small / medium businesses and individuals where she coaches and consults to help business owners improve their culture, productivity, and impact to the bottom line.
In addition to her own business Amayea is also the Chief Operating Officer for a Hemp Farming & Wellness Company and a Sr Consultant for a consulting company providing strategy to enhance customer experiences in medium to large companies and government organizations.

23 Mar 2023
2:00pm - 3:00pm EDT

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