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Call Center Training: Classroom to Virtual

KC
Published: Thursday, July 30, 2020

Looking for your best practices/ideas on how you have transitioned Call Center Training from the classroom to remote.   Specifically looking for how you managed the 'shadow/nesting' portion.  Normally, in the office, we would have the new agent sit with a buddy to listen in to their calls.  How do you accomplish this being remote (hearing the caller and the agent at the same time)?    What other tools, tips would you suggest?  Thank you! 

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I recently wrote an article about this topic. You can find it here: https://www.verequest.com/post/10-characteristics-of-a-great-contact-center-agent-learning-experience
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Karen, I'm glad you asked this question. I work exclusively with call centers who are using our call center simulator ACES to augment their remote training due to the fact that employees are not working on-site. ACES allows you to build immersive realistic scenarios that act and feel just like a live call but it's all simulated. Our reporting tool gives you complete transparency as to how well they performed the call. Here is a link to video samples https://verbaltransactions.com/videos/
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