The Excellence in Contact Center Summit is a key industry event where executives and managers of leading contact centers exchange best practices, demonstrate modern business and technological solutions to improve the effectiveness of the contact center, and highlight the latest trends and best practices in the industry.
As part of the event, Ms. Maria Rylova, the head of the personnel selection and assessment department, held a master class on the topic of “Adaptation of Personnel at a Contact Center”, which was of great interest to the participants.
Maria spoke about adaptation and mentoring at a contact center, effective tools and techniques, assessing the effectiveness and KPI of the adaptation process.
Maria Rylova: “Having been invited as a master class instructor to the Best Practices of Contact Centers is a great honor for me. Such events, aimed at the exchange of practical experience and acquaintance with colleagues, are very useful for all market participants.
The master class was very productive, and we were able to discuss many issues.
I hope that all members of the group have gained experience and practical tools that can be successfully applied in their corporate work.”