The State of Contact Center Training

Live panel with contact center leaders

June 8th | 12 PM EDT

About the webinar

How are contact centers training and onboarding agents in a post-pandemic world, and what does the future of contact center training look like? Find out in this interactive session featuring the top minds of the contact center industry. We’ll share the latest data on training such as average training and nesting duration, training results, and the greatest training challenges contact centers are facing. You’ll get the chance to hear from a panel of experts as they break down the latest trends and share their own experiences training over the past year. As a thank you for attending, you’ll get an exclusive first look of ProcedureFlow’s report: The State of Contact Center Training 2021.

Panelists & Facilitator

Sangeeta Bhatnagar

Sangeeta Bhatnagar

Sangeeta is a Human Behavioural Trainer, published author, and speaker, and has over 20 years of experience in the contact centre industry.

Sangeeta shares her Recruitment, Training and Development insights in publications such as Contact Management Magazine and Contact Center Pipeline. Sangeeta is the founder of a boutique firm She is also the Chair of the Greater Toronto area Contact Centre Association where she collaborates with industry leaders to keep abreast of all leading edge ideas and practices.


Carla White

Carla is an innovative and inspirational Team Leader with Medavie Blue Cross. She started her Contact Centre Career over 20 years ago and has gained a solid background as an established Leader, Coach, and expert Facilitator.

A graduate from St Mary’s University and a degree from the Canadian Society of Training and Development as a Certified training and development Professional, she is driven by passion, customer service excellence and success. Carla has strong competencies in strategic influence, team focus, employee engagement and collaboration and strives to make sure we all have a little fun at work.


Amanda Menard

Amanda Menard is the Director of Training, Quality Assurance, Escalations, and Workforce Planning at Assurant Canada.

She has over 20 years of extensive experience in training, performance management, and sales enablement across several lines of business, industries, and geographies. Her expertise includes implementing performance strategies in contact centres to enhance customer experience, reduce costs, ensure regulatory compliance, enhance performance, process, and product, and improve overall program profitability.


Sheri Kendall

Sheri Kendall’s career in education began in 1999 and since then she has developed workplace learning opportunities for non-profit organizations, institutions of higher education, government agencies, healthcare organizations and contact centers. Her passion for creating positive change within organizations led her to Wayfair and her current role as the Service Training Manager. The education that she provides to her training team inspires them to do their best work and to find purpose and meaning in the service they provide. Her current interest includes the study of the relationship between customer experience, employee experience, and learning and development. She holds a Bachelor's degree in Business Management from Northwestern Christian University and a Master's degree in Training and Development from Roosevelt University.


Micah Peterson

Micah is a knowledge management expert and enthusiast and has been helping companies transform their knowledge management for more than 15 years. When he’s not sharing his love for knowledge management you can find him playing with his seven kids, solving a Rubik’s Cube, or helping out at his local church.