The Pivot to 100% Remote Training in the Contact Center

Before the pandemic, we at Blue Ocean had conducted less than 10% of our frontline training in a fully remote model. It’s been a wild ride, but we successfully pivoted to 100% remote training for our operations. Remote training represents a perfect storm of challenges that, if not mitigated, can serve to lengthen the training program, confuse both the trainers and the trainees, and ultimately cause major attrition down the line.