In a recent CCNG Town Hall event, members Amas Tenumah and Amayea Maat reviewed the evolution of training in the customer contact and experience delivery arena.
Many things have evolved from in person to remote training, from static and fixed training to just in time, from cumbersome technology to sleek technology, and from a brick and mortar structure to remote workers all around the world. This was a lively and fun discussion that also incorporated discussions around leading in the state of the world we live in today post 2020.
Amas drove home the mindset that classroom training as we once knew it is no longer effective or even viable. The goal here is employee enablement using technology to provide the information, engagement, and opportunities for a workforce in today’s and even tomorrow’s world.
Amayea shared that inside of a world filled with new technology and high stress that people’s needs to be supported, feel valued, and to be set up for success has not changed. The world we live in has changed and our success and ability in supporting our people who in turn support our customers must in turn evolve without losing that focus.
Amas Tenumah is a world renowned Customer Service expert who specializes in helping you emotionally connect with your employees and customers to build loyalty. CCNG long time member, Amas is the author of 4 books, keynote speaker and Founder of BXG Academy focused on “Digital Training for the modern Human”.
Amayea Maat is an innovative Contact Center Leader with 15+ years of experience with proven skills using process improvement methods, Six Sigma business process execution, Program management, and Agile methodologies.
