{"id":148960,"date":"2025-10-14T00:02:21","date_gmt":"2025-10-14T05:02:21","guid":{"rendered":"https:\/\/www.etechgs.com\/?post_type=podcast&amp;p=148960"},"modified":"2025-10-14T00:02:21","modified_gmt":"2025-10-14T05:02:21","slug":"the-future-of-contact-center-training-ai-human-connection-agent-success","status":"publish","type":"podcast","link":"https:\/\/demo.etslabs.ai\/etech26\/podcast\/the-future-of-contact-center-training-ai-human-connection-agent-success\/","title":{"rendered":"The Future of Contact Center Training: AI, Human Connection &#038; Agent Success"},"content":{"rendered":"<p><span data-contrast=\"auto\">Every strong customer experience begins with a team that feels confident, supported, and prepared.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">But as workplaces change, with remote work, new tools, and faster technology, how we train and connect with our people has to change too.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In this episode of the Etech Leadership Table CX Podcast, Manu Dwievedi sits down with Michelle Norcross, a <\/span><span data-contrast=\"auto\">Contact Center Expert<\/span><span data-contrast=\"auto\"> who has spent years helping teams grow through learning that\u2019s simple, practical, and meaningful.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Together, they explore how training can be redesigned for today&#8217;s world \u2014 shorter lessons, real-time coaching, and technology that helps people learn in a more personal way. Michelle shares how small improvements in how we teach, listen, and give feedback can make a big difference in how teams feel and perform.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><\/h3>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">About the Episode<\/span><\/h3>\n<h3 aria-level=\"3\"><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">This episode is all about keeping learning human in a digital workplace.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Manu and Michelle discuss what modern training looks like when it\u2019s done right, easy to follow, built around real needs, and designed to help every team member succeed. You&#8217;ll hear real stories from Michelle&#8217;s years leading contact center teams: what broke when everyone went remote overnight, what actually works when training in short bursts, and how AI went from intimidating to empowering.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">From blending technology with empathy to making training more flexible and engaging, you&#8217;ll discover ideas that can help any organization build stronger, more confident teams.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><iframe loading=\"lazy\" title=\"How Human Connection Shapes the Future of Contact Center Training | Etech CX Podcast\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/28Pd6wyb9YE?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p>&nbsp;<\/p>\n<h3><span data-contrast=\"none\">Why This Conversation Matters<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Make Learning Stick:<\/span><\/b><span data-contrast=\"auto\"> See how bite-sized, focused lessons help people remember and apply what they learn<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Stay Connected:<\/span><\/b><span data-contrast=\"auto\"> Learn how human connection builds confidence, even in remote and hybrid environments <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Use Tech with Purpose:<\/span><\/b><span data-contrast=\"auto\"> Find out how AI and digital tools can make learning easier without losing the personal touch.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Keep Growing:<\/span><\/b><span data-contrast=\"auto\">Understand why ongoing coaching and real-time feedback keep teams engaged and motivated<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">What You\u2019ll Learn<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">How to make training flexible and engaging for everyone<\/span><\/li>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">H<\/span><span data-contrast=\"auto\">ow role-playing and real-world simulations help agents go from knowing to doing<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">How to use AI and tech to personalize coaching<\/span><\/li>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\">The value of short, focused training sessions<\/li>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\">Simple, practical ways to build connection and confidence when everyone&#8217;s working from different places.<span style=\"font-size: 16px;\" data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Meet the Experts<\/span><\/h3>\n<h3 aria-level=\"3\"><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><a href=\"http:\/\/linkedin.com\/in\/mmnorcross\"><b><span data-contrast=\"auto\">Michelle Norcross<\/span><\/b><\/a><span data-contrast=\"auto\"> \u2013 <\/span><span data-contrast=\"auto\">Contact Center Expert\u00a0<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><a href=\"http:\/\/linkedin.com\/in\/manuai\"><b><span data-contrast=\"auto\">Manu Dwievedi<\/span><\/b><\/a><span data-contrast=\"auto\"> \u2013 AVP, ETS Labs<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Watch Now: Transform Your Contact Center Training Strategy\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">See how smart contact centers are making training more meaningful, more effective, and more human even in a digital world.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Learn simple, practical ideas you can use right away to help your team feel more confident, more supported, and ready to create great customer experiences.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Because when your people feel valued, your customers feel it too.<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\ud83d\udc49 Watch the full episode now and ignite transformation in your organization.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\ud83d\udce2 Don\u2019t miss future conversations on leadership and CX \u2014 subscribe to the <\/span><a href=\"https:\/\/bit.ly\/4fQJ0rb\"><i><span data-contrast=\"auto\">Etech Leadership Table CX<\/span><\/i><\/a><span data-contrast=\"auto\"> Podcast.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Every strong customer experience begins with a team that feels confident, supported, and prepared.\u00a0 But as workplaces change, with remote [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":148966,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"om_disable_all_campaigns":false,"episode_type":"audio","audio_file":"https:\/\/cdn.etechgs.com\/newetech2023\/wp-content\/uploads\/2025\/10\/EtechCXPodcast-MichelleNorcross-InnovativeTrainingandDevelopmentStrategiestoBoostCustomerServicePerformanceandRetention.mp3","podmotor_file_id":"","podmotor_episode_id":"","cover_image":"","cover_image_id":"","duration":"","filesize":"13.67M","filesize_raw":"14335106","date_recorded":"2025-10-13 10:10:29","explicit":"","block":"","itunes_episode_number":"","itunes_title":"","itunes_season_number":"1","itunes_episode_type":"full"},"tags":[37,38,25,40,52,53,31,44,45,46,47,42,29],"series":[24],"resource_topics":[],"resource_industries":[],"class_list":["post-148960","podcast","type-podcast","status-publish","has-post-thumbnail","hentry","tag-business","tag-customer","tag-customer-experience","tag-cxleadership","tag-emotional-intelligence","tag-employee-experience","tag-etech","tag-etechpodcast","tag-future-of-ai-in-contact-centers","tag-futureofcx","tag-humanandai","tag-leadershipdevelopment","tag-podcast","series-leadership-and-cx-podcast"],"acf":[],"episode_featured_image":"https:\/\/demo.etslabs.ai\/etech26\/wp-content\/uploads\/2025\/10\/01-Leadership-Table-sep-2025-Website-landing-1-1.jpg","episode_player_image":"https:\/\/demo.etslabs.ai\/etech26\/wp-content\/plugins\/seriously-simple-podcasting\/assets\/images\/no-album-art.png","download_link":"https:\/\/demo.etslabs.ai\/etech26\/podcast-download\/148960\/the-future-of-contact-center-training-ai-human-connection-agent-success","player_link":"https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/148960\/the-future-of-contact-center-training-ai-human-connection-agent-success","audio_player":"<a 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