Holly VandeWalle-Gore

Director, Customer Center Training and Quality
Born and raised in the call center, I am fortunate to do what I love every day. I am responsible for driving performance through training and quality strategy within Terminix customer centers (Memphis, Dallas, Phoenix, Tampa) and HQ (Memphis). I have a rock star team of training professionals in each of the centers, along with an expert-level learning designer. At HQ, I support a team of quality analysts who are responsible for call monitoring and root-cause analyses. Suffice it to say, not a day goes by where I am not presented with a new challenge. I have been active in training and quality in retail environments (eBay and Walmart) for over 10 years, and home services are a relatively new addition to my CV. I joined Terminix as Director of Training in October 2015, and assumed leadership of the quality team in November 2016. I love developing a good plan and seeing it through to execution, and I am passionate about tapping the potential of human performance and sharing the symbiosis in call center training & quality.

8:30 AM Executive Panel – A RISING TIDE LIFTS ALL BOATS: Unifying the Needs of L&D, Workforce Management, Quality Assurance and Agent Experience

Contact center L&D leaders often find that training is only one piece of their greater role. If you have the luxury of a sole focus on L&D, meaningful collaboration between the various contact center functions is critical to overall success. This session gathers L&D leaders with varying scopes to discuss best practices in developing and delivering an L&D strategy that aligns with other critical contact center functions:
  • Exploring the interconnected deliverables amongst functions
  • Defining the relationship between other contact center functions and L&D
  • Case studies in effective functional collaboration

2:00 PM Training Agents to Hear the Voice of the Customer

With agents handling more complex customer interactions than ever before, it is more important than ever for your team to hear the voice of the customer. This IDG examines best-in-class agent training in VoC.