Employ Interactive Virtual Training to Address Skill Gaps and Engage Teams

with Todd Piccuillo , Randy Celaya , Jeff Anderson
Tuesday, Mar 23, 2021

 

Keeping remote teams engaged was a challenge before the pandemic. Here we are, one year later – with limited to no in-person team interaction – and finding ways to support impactful team interactions and understand skill and knowledge gaps can be challenging and frustrating. This session will give you ideas and options for how to address this very pressing management challenge.

We will cover:

  • Why service and support organizations shouldn’t overlook development opportunities just because they’re virtual
  • How training can be used to boost morale, reconnect your team and advance your center’s competencies and performance
  • Examples of how dynamic and interactive live virtual training can be
  • A roadmap for investing in team development

Don’t use remote working as an excuse to avoid investing in high impact, personalized training. Gain confidence in your team’s ability to perform, execute and connect. HDI can help you get there.

 


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About Our Speaker(s)

Todd Piccuillo
Group Services Sales Director, Training and Certification
Proven sales leader with over 25 years of experience managing complex professional services, training and consulting sales in the organizational development, contact center and technology arenas. Todd has a track record of success with new business development, P&L management, strategic planning, customer relationship management, sales team development, contract negotiations, budgeting & forecasting. He has been the services sales lead at ICMI and HDI since 2011, and has also previously served as the Director of Sales-North America for Parametric Technology Corp. A graduate of Fairfield University, Todd resides in his native Connecticut with his wife and two sons, and when he’s not improving the lives and fortunes of his clients, he’s likely throwing batting practice and wishing he could play more golf.
Randy Celaya
Business Associate
Randy Celaya is the president of The Coaching Bridge, where he teaches advanced communication, coaching, and facilitation skills. Randy is a certified executive coach and instructor and is certified to teach all courses HDI offers, specializing in knowledge management and leadership skills. He has 20 years of support center industry experience and has worked with support centers around the world to develop, coach, and train professionals in customer support, emotional intelligence, critical thinking, team building, and problem-solving skills. Randy is also a seasoned event speaker who has delivered keynotes at help desk and call center events around the world. In 2007, Randy was asked to join the National Facilitator Database (NFDB), reserved for speakers who are among the best in the industry! Connect with Randy on LinkedIn, follow him on Twitter @RandyCelaya, and like his Facebook page.
JeffA60601
Center Support Manager
I was born in Texas, grew up in New Mexico and moved to Arizona in 1995. After high school I joined the Navy and flew over 2000 hours in the duties of a flight engineer in a P-3 Orion attached to VP-26 out of Brunswick Maine. I am a Veteran of Desert Storm and have stepped foot in every country that borders the Mediterranean Sea except Libya as well as many other countries. I have over 22 years performing IT Support Services in the hospitality, production and financial services arenas. I have been with GM Financial Services (formerly AmeriCredit) since 1998, almost 19 years. I have performed helpdesk, MIS services and desktop support services. I currently lead a team of desktop support service technicians at the GMF Chandler Operations Center. Aside leading the local desktop team, this team is an IT everything catch-all from everything facilities related, to supporting all the segments of the 1400Sq Ft data center to telecom, LAN/WAN, Server and dialer support functions. I have had MSP certifications in WIN NT/95/2000/Networking/Server tracks, Novell CNA, HP and Dell self-support certifications. I have also earned the certification for the HDI Desktop Support Manager and well as earning the “Team Certified – Pinnacle of Excellence award” for having my support team 100% HDI certified.