It’s rare that we meet someone so dedicated to improving the contact center space. But that’s exactly what Nancy is doing through her amazing work at Verbal Transactions. As a simulation software developer, her work helps bring the call center into the new age of virtual and remote work. The value of simulation training is beginning to be recognized by more and more large companies. Join us this episode for a radically refreshing, nuanced discussion around that!
Guest Nancy Munro CEO & Founder @ Verbal Transactions
Explore more from this episode…
VIDEO: Why Simulation Training Is Essential
Simulation training is more and more common within the contact center space. Here’s Nancy with a clear-cut explanation about why it’s absolutely essential!
ARTICLE: How to Test Soft Skills
Soft skills are not typically quantifiable but at the same time extremely important for contact centers. See how a simulation software developer approaches it!
VIDEO: Empower Women in Call Centers
The contact center space is very diverse, but the top positions aren’t. Nancy is an advocate for empowering women in contact centers, so let’s hear her take!
VIDEO: Simulation vs Traditional Training
What’s the biggest difference between simulation training and traditional training? How do you explain it? Why is it so important? Find out here!
ARTICLE: First Day of Call Center Training
What should happen on the first day of call center training? Getting familiar with your workspace, understanding your responsibilities, and a few more things!
VIDEO: Is Measuring Emotions a Good Idea?
Nancy once worked on a revolutionary tool that could understand and analyze speech and measure people’s emotions. But is that a good idea? Let’s see!
VIDEO: Walter Cronkite vs Anderson Cooper
How Walter Cronkite talked during his reports is funtamentally different than how Anderson Cooper does it now. Which one is more trustworthy and why?
VIDEO: Types of Training Simulations
There’s not just one type of training simulation. Email, chat, voice, video, and many others. More and more come up during the age of virtual contact centers.
Petre M. joined the NobelBiz team as an editor late 2019 and like any good editor, he can do insane amounts of research and turn up with an article that's better than anything you can find online. And he's quickly becoming an expert in the contact center space. Backed up by our knowledgeable engineers and technical gurus, Petre's work is just beginning to shine.