The Virtual Summit

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2022 Employee Engagement

SPONSORS: | 8x8 | Balto | CallMiner | NICE | NICE CXone | Verint |

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Tips and Techniques for Virtual Coaching and Training

Tuesday Jun 7, 12:00 PM – 1:00 PM EDT — Sign Up For Events

Many of us have been working from home for over two years, but we are still learning the best ways to engage our agents through virtual coaching and training. Come to this session to hear best practices from our panel of experts. Be prepared to share your own!

  • More effective alternatives to traditional, in-person coaching sessions
  • Approaches to speed ramp time in a remote environment
  • Leveraging gamification to complement coaching
  • Turning new agents into experts in a fraction of the time
  • Scaling best practices instantly and effortlessly


Chris Kontes, COO and Co-Founder, Balto

Balto Chris Kontes Chris Kontes, COO and Co-Founder, Balto

Chris Kontes is the COO and Co-Founder of Balto, the #1 real-time guidance platform. After graduating from Franklin & Marshall College, Kontes joined Venture for America, a nonprofit that places entrepreneurial college graduates in growing startup ecosystems. Venture for America introduced Chris to TopOPPS, an enterprise SaaS company in Saint Louis. As he quickly made his way through the TopOPPS sales organization, Kontes and his now-cofounder noticed how easy it was to make the same mistakes on sales calls repeatedly. This insight led to the inception of Balto, a software solution that provides real-time guidance to customer service agents and sales representatives using artificial intelligence and conversation analytics. The company also recently launched real-time coaching and real-time QA - features that allow managers to score 100% of calls instantaneously as well as guide agents’ calls directly, all within the same platform.Since its founding in 2017, Balto has guided over 80M phone calls and provided over 160M real-time recommendations for agents.

Todd Gladden, SVP, US Operations, Planmen Consultancy

Planmen Consultancy_Todd_Gladden Todd Gladden, SVP, US Operations, Planmen Consultancy

With over 40 years’ experience in business strategy and contact center management, Todd is a Senior Certified Business Associate and Advisory Board member, ICMI, Master Certified Instructor, author and International speaker. He is a Certified Workforce Planning Professional (CWPP), Lean Sigma Management. Todd is a Founding member of the Board of Advisors for the International Society of Workforce Planning Professionals (SWPP) and The Quality Assurance and Training Connection (QATC).

Katia Goodhart, International Business Consultant, KG Consulting

KG-Consulting.Katia-Goodhart Katia Goodhart, International Business Consultant, KG Consulting

Katia is an international business consultant with over twenty years of experience in call center management within the financial, sales and travel industries. Throughout her career, she has specialized in the areas of performance management, coaching and development, learning facilitation, instructional design, customer experience, talent acquisition, client relationship, quality management and process implementation. As an active member of the QATC Board of Advisors, Katia is committed to welcome participants, share best practices and maximize every opportunity to make an impact within all her areas of knowledge.

Marshall Lee, Director of GWFM, TTEC

TTEC.Marshal.Lee Marshall Lee, Director of GWFM, TTEC

With a background inclusive of training, workforce management, business process, and coaching, Marshall understands what it is like to work in each part of the WFO spectrum. He has worked in contact centers and back office support teams, across varied industries including telecommunications, tech support, insurance, HR support services, and healthcare services. Marshall has been a speaker and published contributor for ICMI, SWPP, QATC, and CrmXchange. He is currently a Director of GWFM at TTEC; he serves on the Board of Advisors for the Quality Assurance and Training Connection and the Society of Workforce Planning Professionals.