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)

Peter Mcgarahan

Owner, Principle Consultant

I’m a Customer Experience (CX) and Service Operations Executive with over 20 years of experience helping organizations transform how they deliver services, engage employees, and create meaningful and valuable customer outcomes. Throughout my career, I’ve focused on aligning customer experience strategies with business objectives to drive measurable impact. My background spans IT service management (ITSM), digital transformation, organizational leadership, and building scalable solutions that improve both operational performance and customer satisfaction. As the Founder and President of McGarahan & Associates, I partner with organizations to optimize service delivery, elevate employee experience, and implement customer-centric strategies that drive loyalty and long-term, profitable growth. Previously, I served as Senior Director at First American Financial Group, where I led workplace and collaboration services, delivering enterprise-wide transformational technology initiatives and improving service efficiency across the enterprise. I’m actively involved in shaping the future of Customer Experience and IT Leadership through my roles on Advisory Boards, including HDI, HP’s Advisory Council for Executives (ACE), and UC Irvine.

Todd Piccuillo

Director

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 a highly sought-after executive coach, instructor, and keynote speaker in IT Support, Contact Centers, and Service Management. With a career spanning decades, he has played a pivotal role in shaping the industry, including the creation of the first training and certification programs for help desk professionals. As the Founder and CEO of TASC Training and Development, he continues to educate and consult with global IT service desks and support teams. His thought leadership is widely recognized, with trending articles in Support World Magazine and frequent invitations to speak at industry conferences. In 2007, he was inducted into the National Facilitator Database (NFDB), a prestigious honor reserved for top industry speakers. His impressive client portfolio spans government agencies, higher education, hospitality, financial services, and healthcare, including organizations like Camp Pendleton, UCLA, Charles Schwab, Marriott, and Cigna Health. Through his extensive experience and results-driven approach, Randy empowers organizations to elevate their service and support operations, driving efficiency and customer satisfaction at the highest levels.