Written By Trey Fischer
Trey Fischer of Kat Lan Tat Services spoke to members on how to help training teams go from surviving training with the remote agents to thriving when training remote agents. The video clip of Trey’s comments comes from a recent Town Hall meeting with members of CCNG. Many of the differences between on-site training and virtual training are identified as well as solutions to help your contact center overcome them. Check out how he breaks down the differences in training into six key components with recommendations on how to overcome those differences. The six components include:
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Recruiting
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Onboarding
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New Hire Training
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Ongoing Training
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Feedback
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Quality Assurance
Trey has led remote teams over the last fifteen years; including leading a recent contact center operation with over 900 remote agents. He is Owner and Chief Consultant with Kat Lan Tat Services where he works with businesses to help them improve their remote agent programs.
