The “We Didn’t Cover That!” Syndrome – How Contact Center L&D Teams Are Overcoming Common Challenges

Is your contact center struggling with new hires claiming, "We never discussed that," or "Our trainer didn't teach us to do it that way?"

Join industry experts – Melissa Pollock and Danielle Latham – as they share practical methods to align onboarding and production, increase the new hire graduation rate, and decrease retention.

In this webinar, you’ll learn how to:

• Set realistic job expectations for new hires.
• Align trainers and operations leaders.
• Measure and improve trainer performance.
• Set and observe expectations for trainers.
• Evaluate trainers and track their improvement over time.

Plus, you’ll get access to ✨free resources✨ you can download, customize, and start using that today!  

We can’t wait to share all these tools and tricks to help you close the gap between onboarding and production. With these strategies in place, you’ll boost productivity, increase agent satisfaction, and create an even stronger organization.

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Meet the Speakers

Danielle Latham

Client Success Leader, AmplifAI

Danielle has over 20 years of experience in Training, Quality Assurance and Contact Center Operations. Danielle has extensive knowledge in learner-centric programs designed for high-impact learning, as well as with the systems and tools used by training and quality teams. She provides thought leadership around training effectiveness, learning transfer, and measuring learning.

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Melissa Pollock‍

V.P. Client Success, AmplifAI

Melissa brings over 20 years of contact center experience across dozens of industries, specializing in Training, Quality, Coaching, Learning and Talent Development. Melissa and her teams have supported video, virtual, and ILT content design and delivery, evaluated and trained Trainers, reengineered onboarding, and championed top-down coaching transformations.

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