Flip Your Training Class and
Save a Million Bucks:
Best Practices for Training a Virtual @Home Contact Center Workforce
June 27 2012
11:00 AM ET/ 8:00 AM PT
As a 100% home-based virtual contact center, we are frequently asked “How can you possibly train your workforce and produce high performing agents if you can’t “touch” your students?” Surprisingly, the answer has less to do with the latest technology toys than with what makes for good learning. When you “flip” your classroom from a lecture hall to a practice studio (and throw in the right technology to support it), you can create a virtual training program that delivers more satisfied and higher performing agents, and saves significant dollars. So if you’re faced with improving your training while reducing your costs, don’t flip out, flip your classroom!
Join John Kruper, Alpine Access’ Chief Experience Officer and President of Alpine Access University to learn:
- Why you can’t train your employees the same way you were taught in college
- Best practices for virtual skills-based training
- How to combine learning design, learning communities and learning technology to create a virtual learning environment where your students can learn, lead and succeed.
- How virtual training can save money and improve your employees speed to competency
Who should attend:
- VP or Director of training, & development
- VP or Director of customer care, customer experience, contact center, BPO, CRM, global outsourcing
- VP or Director of operations
- Line-of-Business Owners
- Line-of-Business Owners
- Organizations with large virtual workforces
Chief Experience Officer and President
Alpine Access University
As Chief Experience Officer, Dr. John Kruper is responsible for the overall Alpine Access employee experience and the enabling systems to support that experience.
As President of Alpine Access University, Kruper oversees Alpine Access¹ talent management initiatives including talent acquisition, talent development (featuring Peak Performance, the company¹s internal talent pipeline program), and talent analytics.
Prior to joining Alpine Access, Kruper held positions as chief learning scientist at Cardean Learning Group (formally UNext), senior lecturer and director of academic computing at the University of Chicago, director of educational computing at Allegheny College, and assistant director of the DNA Learning Center of Cold Spring Harbor Laboratory. He has taught numerous courses at the undergraduate, graduate, and continuing education levels. His software projects and eLearning courses have won awards from EDUCASE, LGuide, Brandon Hall Excellence in Learning, Eisenhower National Clearinghouse, and the American Society for Training & Development.
Kruper holds a doctorate in science education from the University of Illinois at Chicago and a master¹s in molecular virology from the University of Chicago. He also holds a bachelor of science degree in biochemistry and a bachelor¹s degree in molecular and cell biology from Pennsylvania State University.
Erik K. Linask
Group Editorial Director
Erik oversees the daily operation of TMCnet, which delivers news, information, videos, white papers, podcasts, and more to three million visitors each month. He is also a contributor to TMCnet as well as TMC’s IP Communications publications. Prior to joining the TMC team, several years ago, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute.