Agent Performance and Quality Training | Guest: Nancy Munro

Nancy Munro, CEO of Verbal Transactions, has over 28 years in helping organizations implement and deploy voice enablement solutions. Nancy has worked with organization’s like CVS, AT&T and Microsoft, helping them decipher how best to address performance challenges that align to their structural capabilities and revenue goals.
Nancy pioneered voice-enabled technologies in the corporate space and was the first to launch an interactive audio role-playing simulator. Her current solutions leverage speech recognition and AI to provide a scalable and immersive learning application.
Nancy speaks at various conferences such as the eLearning Guild, ASTD, and AA-ISP and was the Chair of the MIT Enterprise Forum of Chicago for three years.

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CallTalk Host: Bruce Belfiore | BenchmarkPortal
Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University.