Employ Interactive Virtual Training to Address Skill Gaps and Engage Teams

with Peter McGarahan , Todd Piccuillo , Randy Celaya
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.


View the Webcast Recording

Employ Interactive Virtual Training to Address Skill Gaps and Engage Teams

About Our Speaker(s)

Senior Director, End User Support
Pete McGarahan is the senior director of IT infrastructure services for First American, as well as an industry expert and thought leader in global ITSM with thirty years of business, IT, and service leadership experience. He enjoys sharing lessons learned and career experiences through published articles and by presenting at industry conferences. He has received various industry awards and honors, including the HDI Team Excellence Award for his work with the Taco Bell support organization, the “Top 25 Professionals in the Service and Support Industry” from IT Support News, and “The Legend of the Year” (twice) at the STI Knowledge Symposium and Help Desk Professionals conference. Pete is well known in the support industry for his endless positive energy, leadership, mentoring, and advisory services.
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.
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.