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Techniques for Training, Coaching, and Employee Engagement

CrmXchange presents “Training, Coaching and Employee Engagement Virtual Conference June 7 -11, 2021

http://www.ecrmevents.com, The free conference provides a focused educational event for workforce and training teams to benefit from the latest innovative thinking without ever leaving their home or office.

The schedule is designed to provide direction to meet the changing needs of businesses transitioning to a greater percentage of work-at-home agents but will also provide guidance for companies maintaining on-premise and hybrid employees. Among the topics to be covered in-depth are:

Learning how to work in a remote world
Best methods for coaching and training remote and on-premise agents
How to optimize agent performance in the new reality
Developing an effective instructor competency program

The event will kick off on Monday, June 7 with a focused keynote address entitled “Measuring and Managing Employee Frustration.” It will be presented by John Goodman, Vice Chairman, Customer Care and Consulting. In this keynote, a metric similar to customer effort, employee effort, will be suggested along with a simple method for obtaining a baseline and tracking.